Fax and personthe easier the contact process

BSBCMM301 Process customer complaints Learner Guide

3. Exercise judgement to resolve customer service issues ............................................................ 43 3.1 - Identify implications of issues for customer and organisation ................................................. 44 Meeting Customer Needs ............................................................................................................. 44 Activity 3a ...................................................................................................................................... 46 3.2 - Analyse, explain and negotiate appropriate options for resolution with customer ................ 47 Outcome of the investigation ....................................................................................................... 47 Options: ......................................................................................................................................... 47 Activity 3b ..................................................................................................................................... 48 3.3 - Propose viable options in accordance with appropriate legislative requirements and enterprise policies ............................................................................................................................. 49 The Independent Commission Against Corruption (ICAC) ............................................................ 49 Fair Trading complaint handling service ....................................................................................... 49 The Australian Competition and Consumer Commission ............................................................. 50 One law for all Australian businesses ........................................................................................... 50 Dealing with customer complaints ............................................................................................... 50 Activity 3c ...................................................................................................................................... 51 3.4 - Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel .......................................................................................................................................... 52 To ensure that a complaint is referred to the appropriate personnel: ........................................ 52 Activity 3d ..................................................................................................................................... 53 References ........................................................................................................................................ 55

policies to provide technical advice and support to a team.

Application Of Unit

Performance Criteria

• Analytical skills to identify trends and positions of products and services

• Communication skills to:

• Relate to people from culturally diverse backgrounds

• Literacy skills to:

• Problem-solving skills to:

• Apply organisational procedures to a range of situations

• Consistently evaluate and monitor own performance

• Seek learning opportunities.

• Ethical principles

• Codes of practice

• Organisational procedures and standards for processing complaints and recommending

appropriate action.

backgrounds
• People who may be unwell, drug affected or
emotionally distressed

required
• Straightforward customer dissatisfaction
• Level of documentation required.

Effective communication may include: • Giving customers full attention
• Maintaining eye contact (for face-to-face interactions), except where eye contact may be culturally
inappropriate
• Speaking clearly and concisely
• Using appropriate language and tone of voice • Using clear written information/communication • Using appropriate non-verbal communication (body language) personal presentation (for face-to-face interactions).

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:

• Direct questioning combined with review of portfolios of
evidence and third party workplace reports of on-the-job
performance by the candidate
• Analysis of responses to case studies and scenarios
• Demonstration of techniques
• Observation of presentations
• Oral or written questioning to assess knowledge of
individual’s role in processing customer complaints
• Review of documentation outlining necessary reports
relating to customer complaints
• Review of complaints/disputes register.

What times the breaks will be held and what the smoking policy is.

That this is an interactive course and you should ask questions.

1. Respond to complaints

1.1 Process customer complaints using effective communication according to organisational

1.4 Negotiate resolution of the complaint and obtain agreement where possible

1.5 Maintain a register of complaints/disputes

The easier the contact process, the more likely you will know about valid complaints and the less likely you are to lose customers

Understanding customer complaints
Keep a list of customer complaints to identify any patterns and the cause of dissatisfaction

Provide this information to all employees who may encounter customers, designed according to their role

For example, a customer service employee receiving a complaint should know who to then escalate the complaint to or the correct department to reference

One law for all Australian businesses

From 1 January 2011, Australian businesses – wherever trading in Australia - will operate under a single, national consumer law: the Australian Consumer Law (ACL).

National guidance on aspects of the ACL is being developed by the Australian Competition and Consumer Commission (ACCC), the State and Territory consumer protection agencies, and the Australian Securities and Investments Commission (ASIC) where appropriate. For more information about guidance on the ACL, refer to The Australian Consumer Law — Guidance page.

Who will enforce the ACL?

oInformed consent is a legal procedure to ensure that a
CONSUMER/CUSTOMER/CLIENT knows all of the risks and costs involved in a purchase of a product or service. The elements of informed consent in the service industry, for example, may include informing the client of the nature of a particular service, possible alternatives and the potential risks and benefits that apply.

Customers also have obligations to suppliers and distributors in respect of their purchases

Customer have rights to complain and to escalate a complaint

The contract may be in the form of a receipt, invoice or other document outlining terms and conditions which you and the trader are agreeing to such as deposits, cancellation fees, consumer guarantees, warranties, delivery and product/service details, price, payment arrangements and more depending on the type of purchase you make. It is your responsibility to read and understand the terms and conditions of contracts so you know what you are agreeing to.

Always keep a copy of receipts, dockets, invoices or contracts in a safe place as you may need them if you want to return, repair or exchange the goods.

Maintaining eye-contact (for face-to-face interactions), except where eye-contact

may be culturally inappropriate

Using non-verbal communication e.g. Body language, personal presentation (for

face-to-face interactions)

Processing the feedback

This communication requires:
Knowing and recording of each customer’s value
Clearly identify each customer
Clearly understand each customer’s needs
Determine the best way to provide them with a feedback or communication mechanism

Using your template in ACTIVITY 1A as a guide: