Unit of competency
Modification History
Release |
Comment |
Release 1 |
New unit of competency. |
Application
This unit describes the performance outcomes required to resolve complex customer issues and complaints. Complex customer issues include those caused by cost variations, warranty issues, policy matters, additional repair time and disputed work standards. The unit involves examining the exact nature of a customer issue, communicating effectively, making informed judgements, negotiating an outcome or referring the issue to an appropriate person, and documenting outcomes for continuous improvement.
It applies to those working in the automotive sales and service industry.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Competency Field
Common
Unit Sector
Management, Leadership and Supervision
Elements and Performance Criteria
Elements Elements describe the essential outcomes. |
Performance Criteria Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold and italicised text is used, further information is detailed in the range of conditions section. |
1. Examine the nature of the issue |
1.1 Customer issue and associated feelings and opinions are identified 1.2 Facts relating to the issue are determined using appropriate communication skills 1.3 Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted 1.4 Further information is researched as required to confirm or clarify issue 1.5 Rights and responsibilities of customer and workplace are determined and communicated to customer |
2. Resolve or escalate the issue |
2.1 Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified 2.2 Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures 2.3 Information required to assist customer in evaluating service and product options that best meet customer needs is provided 2.4 Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures 2.5 Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person |
3. Document issue and outcome |
3.1 Record issue, outcome and customer feedback according to workplace procedures 3.2 Report agreed outcome to appropriate person according to workplace procedures |
Foundation Skills
This section describes those language, literacy, numeracy and employment skills that are essential to performance and are not explicit in the performance criteria.
Skills |
Description |
Learning skills to: |
|
Reading skills to: |
|
Writing skills to: |
|
Oral communication skills to: |
|
Numeracy skills to: |
|
Digital literacy skills to: |
|
Initiative skills to: |
|
Planning and organising skills to: |
|
Technology skills to: |
|
Range of Conditions
This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.
Appropriate communication skills must include: |
|
Unit Mapping Information
Equivalent to AURAMA4005 Manage complex customer issues
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=b4278d82-d487-4070-a8c4-78045ec695b1