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Unit of competency details

AURSAA001 - Process customer complaints in an automotive workplace (Release 1)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to AURSAA2001 - Process customer complaints 13/Apr/2016

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 14/Apr/2016

Companion volumes:
Unit of competency Assessment requirements

Delivery:
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Training packages that include this unit

Qualifications that include this unit

CodeSort Table listing Qualifications that include this unit by the Code columnTitleSort Table listing Qualifications that include this unit by the Title columnUsage RecommendationRelease
AUR30220 - Certificate III in Bicycle Workshop OperationsCertificate III in Bicycle Workshop OperationsCurrent1-2 
MSM41115 - Certificate IV in Recreational Vehicle and Accessories RetailingCertificate IV in Recreational Vehicle and Accessories RetailingSuperseded2-8 
MSM31215 - Certificate III in Recreational Vehicle and Accessories RetailingCertificate III in Recreational Vehicle and Accessories RetailingDeleted2-5 
AUR30216 - Certificate III in Bicycle Workshop OperationsCertificate III in Bicycle Workshop OperationsSuperseded1-2 
AUR20320 - Certificate II in Bicycle Mechanical TechnologyCertificate II in Bicycle Mechanical TechnologyCurrent1 
AUR32616 - Certificate III in Automotive Tyre ManagementCertificate III in Automotive Tyre ManagementDeleted1-3 
AUR30116 - Certificate III in Automotive AdministrationCertificate III in Automotive AdministrationCurrent1 
AUR32216 - Certificate III in Automotive Glazing TechnologyCertificate III in Automotive Glazing TechnologySuperseded1-2 
AUR31016 - Certificate III in Automotive SalesCertificate III in Automotive SalesSuperseded1-2 
AUR20316 - Certificate II in Bicycle Mechanical TechnologyCertificate II in Bicycle Mechanical TechnologySuperseded1 
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Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  09/Aug/2016 
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Unit of competency

Modification History

Release 

Comment 

Release 1 

New unit of competency.

Application

This unit describes the performance outcomes required to deal with formal and informal complaints and negative feedback from customers. It involves following established process steps to resolve issues and complaints in order to satisfy both internal and external customer complaints.

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

Sales and Parts, Administration and Management

Unit Sector

Administration

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. Clarify nature of complaint

1.1 Details of complaint are established

1.2 Summary of complaint is documented accurately

1.3 Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer

2. Identify options to resolve complaint

2.1 Possible options for resolving complaint are identified according to workplace procedures

2.2 Solutions outside individual level of responsibility are referred to supervisor

3. Act to resolve complaint

3.1 Chosen solution is outlined to customer according to workplace procedures

3.2 Chosen solution is implemented within required timeframe and conditions are negotiated with customer

3.3 Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required

4. Provide feedback on complaint resolution process

4.1 Effectiveness of complaint resolution solution is assessed against customer feedback

4.2 Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures

4.3 Workplace documentation is processed 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 

Reading skills to:
  • interpret information in warranties, terms and conditions, and receipts relevant to customer complaint.

Oral communication skills to:
  • participate in verbal exchanges using active listening and questioning techniques to gather, clarify and confirm customer information and feedback
  • effectively relate to people from diverse backgrounds using clear language and tone of voice appropriate to situation.

Self-management skills to:
  • follow workplace procedures and seek assistance from supervisor as required.

Problem solving skills to:
  • apply basic conflict resolution skills for handling dissatisfied customers.

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.

There is no Range of Conditions for this unit.

Unit Mapping Information

Equivalent to AURSAA2001 Process customer complaints

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=b4278d82-d487-4070-a8c4-78045ec695b1

 

Assessment requirements

Modification History

Release 

Comment 

Release 1 

New unit of competency.

Performance Evidence

Before competency can be determined, individuals must demonstrate that they can perform the following according to the standards defined in this unit’s elements, performance criteria and foundation skills:

  • process and resolve three different customer complaints in an automotive sales and service workplace or simulated environment.

Knowledge Evidence

Individuals must be able to demonstrate knowledge of:

  • workplace operations relating to:
  • workplace products and services
  • location of departments, sections and contact details
  • workplace procedures relating to:
  • customer service
  • dealing with dissatisfied customers
  • complaints handling and recommending appropriate action
  • reporting and registering complaints
  • key legal requirements relating to customer rights as a consumer and business obligations under the Australian Consumer Law (ACL)
  • effective communication techniques and the individual’s role in processing customer complaints, including:
  • giving customers full attention
  • greeting and farewelling protocols
  • speaking clearly and concisely
  • using appropriate language and non-verbal communication, including:
  • tone of voice
  • body language
  • personal presentation
  • using clear written information
  • dealing with people from diverse social, cultural and ethnic backgrounds and with varying physical and mental abilities
  • basic negotiation and problem-solving techniques, including:
  • active listening
  • questioning techniques
  • interpreting body language
  • presenting options.

Assessment Conditions

Assessors must satisfy NVR/AQTF assessor requirements.

Competency is to be assessed in the workplace or a simulated environment that accurately reflects performance in a real workplace setting.

Assessment must include direct observation of tasks.

Where assessment of competency includes third-party evidence, individuals must provide evidence that links them to processing customer complaints in an automotive sales and service workplace, e.g. complaint summaries.

Assessors must verify performance evidence through questioning on skills and knowledge to ensure correct interpretation and application.

The following should be made available:

  • automotive sales and service workplace or simulated workplace
  • workplace procedures relating to customer service and complaints handling
  • commercially realistic range of customers with different complaints.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=b4278d82-d487-4070-a8c4-78045ec695b1

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=b4278d82-d487-4070-a8c4-78045ec695b1

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