Unit Mapping Information

Superseded by CPPCMN3004 Respond to enquiries and complaints

Application

This unit of competency specifies the outcomes required to respond effectively to client enquiries and complaints regarding company products and services. The worker needs to handle formal and informal enquiries, as well as negative feedback and complaints from clients.

The unit covers acknowledging and processing client enquiries and complaints, and communicating with clients to resolve issues. It also covers researching and documenting relevant information relating to an enquiry or complaint, which may include site visits where required; and referring the enquiry or complaint to other personnel or external organisations where appropriate.

The unit supports employees without managerial or supervisory responsibilities. Performance would usually be carried out under routine supervision, within company guidelines. It applies to workers who have significant contact with clients and who provide information on routine, well-defined services or products to clients, and deal with enquiries or complaints of a more complex nature.

Licensing, legislative, regulatory or certification requirements apply to this unit in some States. Relevant state and territory regulatory authorities should be consulted to confirm those requirements.

Contains the following documents

• New Assessment Criteria and Definitions (in MS Word Format)

• New Evidence Document  (in MS Word Format)

• Instructor Workbook/Guide (in MS Word Format)

• Learner Workbook (in MS Word Format)

• Learner Guide  (in MS Word Format)

• New Improved Session Plan (in MS Word Format)

• PowerPoint presentation

• Assessment Matrix (Mapping Document)

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