Modification History
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Release |
Comments |
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Release 1 |
This version first released with BSB07 Business Training Package version 6.0. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCMM301A Process customer complaints |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to handle formal and informal negative feedback and complaints from customers. Operators may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.
Application of the Unit
This unit applies to individuals who are skilled operators and apply a broad range of competencies in various customer service contexts.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
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Element |
Performance Criteria |
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Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
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1. Respond to complaints |
1.1 Process customer complaints using effective communication according to organisational procedures established under organisational policies, legislation or codes of practice 1.2 Obtain, document and review reports relating to customer complaints 1.3 Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes 1.4 Negotiate resolution of the complaint and obtain agreement where possible 1.5 Maintain a register of complaints/disputes 1.6 Inform customer of the outcome of the investigation |
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2. Refer complaints |
2.1 Identify complaints that require referral to other personnel or external bodies 2.2 Make referrals to appropriate personnel for follow-up in accordance with individual level of responsibility 2.3 Forward all documents and investigation reports 2.4 Follow-up appropriate personnel to gain prompt decisions |
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3. Exercise judgement to resolve customer service issues |
3.1 Identify implications of issues for customer and organisation 3.2 Analyse, explain and negotiate appropriate options for resolution with customer 3.3 Propose viable options in accordance with appropriate legislative requirements and enterprise policies 3.4 Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit.
Required skills
- analytical skills to identify trends and positions of products and services
- communication skills to:
- interpret customer complaints
- monitor and advise on customer service strategies and resolutions
- communication skills to:
- people with diverse abilities
- relate to people from culturally diverse backgrounds
- literacy skills to:
- edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation
- prepare general information and papers according to target audience
- read and understand a variety of texts
- problem-solving skills to:
- apply organisational procedures to a range of situations
- deal with customer enquiries or complaints
- exercise judgement in this application
- self-management skills to:
- comply with policies and procedures
- consistently evaluate and monitor own performance
- seek learning opportunities.
Required knowledge
- key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as:
- anti-discrimination legislation
- ethical principles
- codes of practice
- privacy laws
- occupational health and safety (OHS)
- importance of good communication skills and the individual’s role in processing customer complaints
- organisational procedures and standards for processing complaints and recommending appropriate action.
Evidence Guide
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure:
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Method of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
Range Statement
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
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Customers may include: |
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Complaints may include: |
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Effective communication may include: |
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Document and review reports relating to customer complaints may include: |
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Referrals may include: |
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Unit Sector(s)
Communication – Interpersonal Communication
Custom Content Section
Not applicable.
