0342.E1.O1Details of complaint are established
0342.E1.O2Summary of complaint is documented accurately
0342.E1.O3Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer
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SEAL National Course Catalogue · MLVT / National Training Board
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Sector Frameworks
1,164
Qualifications
15,161
Competency Units
10,938
Elements
41,782
Learning Outcomes
2,822
Assessment Packages
Process customer complaints in an automotive workplace
KHU-AUT-0342
Australian Equivalent
AURSAA001
Elements
4
Learning Outcomes
11
This unit describes the performance outcomes required to deal with formal and informal complaints and negative feedback from customers. It involves following established process steps to resolve issues and complaints in order to satisfy both internal and external customer complaints. 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
40342.E2.O1Possible options for resolving complaint are identified according to workplace procedures
0342.E2.O2Solutions outside individual level of responsibility are referred to supervisor
0342.E3.O1Chosen solution is outlined to customer according to workplace procedures
0342.E3.O2Chosen solution is implemented within required timeframe and conditions are negotiated with customer
0342.E3.O3Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required
0342.E4.O1Effectiveness of complaint resolution solution is assessed against customer feedback
0342.E4.O2Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures
0342.E4.O3Workplace documentation is processed according to workplace procedures