BSBCMM301 (superseded)

Process customer complaints (Superseded)

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Participant Guide

Trainer Manual

Warning!
This unit is replaced by BSBOPS305.

Unit Information about the BSBCMM301 training material in this resource

Application

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.

Unit mapping information

This unit supersedes BSBCMM301B Process customer complaints

Licensing, legislative, regulatory or certification requirements

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Foundation skills

This unit contains foundation skills

Unit sector or competency field

Communication—Interpersonal Communication

Prerequisite, co-requisite or interdependent assessment of units

None specified

Assessment conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced by individuals using interpersonal communication skills in the workplace and include access to:

  • organisational policies and procedures relevant to customer complaints

  • relevant legislation or codes of practice

  • office equipment and resources

  • case studies and, where possible, real situations

  • interaction with others

Assessors must satisfy NVR/AQTF assessor requirements.