Cambodian Skills Delivery Model

SEAL National Course Catalogue · MLVT / National Training Board

Sector Frameworks

1,164

Qualifications

15,161

Competency Units

10,938

Elements

41,782

Learning Outcomes

2,822

Assessment Packages

Manage complex customer issues in an automotive workplace

KHU-AUT-0025

Australian Equivalent

AURAMA005

Elements

Learning Outcomes

This unit describes the performance outcomes required to resolve complex customer issues and complaints. Complex customer issues include those caused by cost variations, warranty issues, policy matters, additional repair time and disputed work standards. The unit involves examining the exact nature of a customer issue, communicating effectively, making informed judgements, negotiating an outcome or referring the issue to an appropriate person, and documenting outcomes for continuous improvement. It applies to those working in the automotive sales and service industry. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Elements & Learning Outcomes

E1Examine the nature of the issue

0025.E1.O1Customer issue and associated feelings and opinions are identified

0025.E1.O2Facts relating to the issue are determined using appropriate communication skills

0025.E1.O3Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted

0025.E1.O4Further information is researched as required to confirm or clarify issue

0025.E1.O5Rights and responsibilities of customer and workplace are determined and communicated to customer

E2Resolve or escalate the issue

0025.E2.O1Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified

0025.E2.O2Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures

0025.E2.O3Information required to assist customer in evaluating service and product options that best meet customer needs is provided

0025.E2.O4Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures

0025.E2.O5Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person

E3Document issue and outcome

0025.E3.O1Record issue, outcome and customer feedback according to workplace procedures

0025.E3.O2Report agreed outcome to appropriate person according to workplace procedures