Unit of competency
Modification History
Release |
Comments |
Release 1 |
This version first released with BSB Business Services Training Package Version 7.0. |
Application
This unit describes skills and knowledge required to handle complaints from customers.
The unit applies to those who apply a broad range of competencies and 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.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Unit Sector
Business Competence – Business Operations
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
Elements describe the essential outcomes. |
Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Receive complaints |
1.1 Assess complaint according to organisational policy 1.2 Inform relevant stakeholders that complaint has been received 1.3 Document customer complaints according to organisational policies and procedures |
2. Process complaints |
2.1 Identify complaints requiring escalation according to organisational policy, and escalate as required 2.2 Identify additional information requirements to resolve complaints that do not require escalation 2.3 Prepare information for resolving complaint |
3. Resolve complaints |
3.1 Identify implications of complaint for customer and organisation 3.2 Analyse options to resolve customer complaints according to legislation, organisational policies and codes of practice 3.3 Propose options according to legislative requirements and organisational policies 3.4 Escalate matters for which a solution cannot be determined to relevant personnel |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill |
Description |
Reading |
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Writing |
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Oral communication |
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Planning and organising |
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Problem-solving |
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Technology |
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Unit Mapping Information
Supersedes and is equivalent to BSBCMM301 Process customer complaints.
Supersedes but is not equivalent to:
- BSBCUE304 Provide sales solutions to customers
- BSBCUE308 Conduct outbound customer engagement.
Links
Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10