Unit of competency Outline

Date retreived
22/07/2026 3:02 PM AWST

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Assist with customer difficulties

Assist with customer difficulties

Unit of competency
National Code
SIRXCEG002
State Code
AWX28
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
31/03/2016
View on TGA
State Implementation and Classification
Approved Date
13/09/2016
Field of Education
080501 - Sales
Original Release Date
13/09/2016
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to solve customer problems and use techniques to deal with customer difficulties. It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Deal with customer complaints.
  • 1.1.Recognise customer dissatisfaction and take action to avoid escalation.
  • 1.2.Follow organisational policies and procedures to respond to customer complaints according to own level of responsibility and seek solutions in consultation with the customer.
  • 1.3.Refer complex and escalated customer complaints to relevant personnel.
  • 1.4.Maintain a positive and cooperative manner during all customer interactions.
  • 1.5.Report on customer complaints following organisational procedures.
2. Process refunds and exchanges.
  • 2.1.Identify reasons for refunds and exchanges, and offer a replacement or alternative product to maximise sales opportunities.
  • 2.2.Process refunds and exchanges and record details according to organisational policies and procedures.
3. Deal with difficult customers.
  • 3.1.Identify difficult or abusive customers and take swift and tactful action to prevent escalation of problem.
  • 3.2.Identify situations where personal safety of self, customers or team members may be threatened, and seek appropriate assistance.
4. Provide feedback on customer service.
  • 4.1.Identify consistent and potential customer difficulties and report to relevant personnel for action to prevent future customer dissatisfaction.
  • 4.2.Offer suggestions and solutions to relevant personnel for improved customer experiences.
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