Unit Mapping Information

Supersedes and is equivalent to BSBCMM301 Process customer complaints.

Supersedes but is not equivalent to:

• BSBCUE304 Provide sales solutions to customers

• BSBCUE308 Conduct outbound customer engagement.

Application

This unit describes skills and knowledge required to handle complaints from customers.

The unit applies to those 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.

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

Unit Sector

Business Competence – Business Operations

Contains the following documents

• Assessment Matrix (Mapping Document)

• Assessor Workbook

• Introduction to unit

• Learner Guide 

• Learner Evidence 

• Learner Workbook 

• Statement of Validation

• Session Plan 

• PowerPoint 

• NEW Supporting Documents

  • ​Contextualisation Guide

  • Training and Assessment Strategy Template

  • Student Validation Survey

  • Work Placement Logbook Template

  • Workplace Documentation Template

  • Workplace Evidence Template

For more information please contact us on sarah@rtomaterials.com.au