From Package: Business Services
What you get
This unit describes skills and knowledge required to handle formal and informal negative feedback and complaints from customers.
It applies to individuals 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.
By the end of this training course, participants will:
|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
|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
|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