Process Customer Complaints Book 1

8/13/2019 Process Customer Complaints Book 1

1/22

Process Customer Complaints 1

PROCESS CUSTOMER

COMPLAINTSREGIONAL AUSTRALIAN WORKFORCE DEVELOPMENT

DRIVEN BY LOCAL INDUSTRY & COMMUNITY

BOOK1RuralRe

gionalandremoteworkplaces

A Commonwealth of Austra lia project funded by:

Department of Education, Employment and Workplace Relations

Materials produced by:

Regional Skills Training Pty Ltd


2/22

Please fill in your details below and save this PDF to your files

Name

Telephone

Email

TROUBLE WITH WEBSITE LINKS?

Sometimes you may click on a web link and the site will say it is not available. Please revisit the site when you are next

working on your resource materials as web sites are sometimes off line for maintenance reasons.

If you are consistently unable to access a site you are free to answer the associated activity by searching for and finding an

alternative site that you feel is applicable. PLEASE INCLUDE THE LINK IN YOUR ANSWERS so we know where to look.

Please complete the feedback form at the back of the unit and advise us of any links that do not work.

COPYRIGHT NOTICE

These interactive workbooks were produced by Regional Skills Training and funded by DEEWR (Department of Education,

Employment and Workplace Relations) and are intended for free use to any student, RTO or school. Note the work is copyright

and should not be reproduced or copied for commercial gain.


3/22

CONTENTS

1. Introduction and how to use these materials 03

2. Learning materials, what are these about? 04

3. Respond to customer complaints 05

3.1 Who is the customer 05

3.2 What types of complaint may be made 06

4 How should you process customer complaints 07

4.1 What policies, procedures , legislation, regulations or codes of practice are applicable 07

4.2 What is effective communications for resolving complaints 10

4.3 A register of complaints/disputes is maintained and customer is informed of outcome of investigation 13

5. Refer complaints to appropriate personnel 14

5.1 Complaints that require referral 14

5.2 Complete documentation and investigation reports 16

6. Being confident about your skill levels 19

7. Assessment 20

8. Bibliography and source material 21


4/22


1. INTRODUCTIONHOW TO USE THESE MATERIALS

This workbook relates to processing customer complaints and

is appropriate to people employed in a range of workplaces in

the rural, regional and remote sectors of Australia.

Skills and knowledge developed will ensure your ability

to process customer complaints is appropriate to your

workplace and industry sector. Resources and activities

provided are designed to develop your skills and provide

formative assessments to monitor progress.

Completion of appropriate summative assessments provided

by your Registered Training Organisation (RTO) will enable you

to achieve competency in the unit applicable to your sector.

These student materials apply to the following industrysectors and units of competence.

Sector Unit code Unit name

Primary Industries AHCMER301A Process Customer Complaints

Business/Retail/ Services BSBCMM301A Process Customer Complaints


5/22


2. LEARNING MATERIALSWHAT ARE THEY ABOUT?

The learning materials discuss issues related to the Processing of Customer Complaints including:

Respond to customer complaints

How should you process customer complaints

Refer complaints to appropriate personnel

2.1 EMPLOYABILITY SKILLS

The learning materials provide opportunities to develop and apply employability skills that are learnt throughout work and life

to your job.

The statements below indicate how these processes are applied in the workplace related to processing of customer

complaints. In completing your daily work tasks, activities and summative assessments you must be able to demonstrate

competent employability skills in the workplace.

Communication listening and understanding

speaking clearly and directly

negotiating responsively

empathising

understanding the needs of internal and external customers

writing a range of simple documentation and communications

Teamwork working as an individual and as a member of a team

completing individual tasks to support team goals

Problem Solving developing creative, innovative and practical solutions

showing independence and initiative in identifying and solving problems

applying a range of strategies to problem solving

Initiative and Enterprise initiating innovative solutions

demonstrating individual responsibility for completing tasks

Planning and Organising being resourceful

taking initiative and making decisions

collecting, analysing and organising information

Self-Management taking responsibility

Learning applying learning to technical issues (e.g. learning about products) and people issues

(e.g. interpersonal and cultural aspects of work)

developing a comprehensive knowledge and understanding of products and services

Technology using IT to organise data

using information communication technology to communicate with team members or clients


6/22


3.1 WHO IS THE CUSTOMER?

Customers may be either internal or external. An internal customer is someone in your workplace to whom you provide a

service. An external customer is the person traditionally viewed as a customer. It is the outside person who comes into your

store or business and may include customers with routine or special requests, regular and new customers, people from a

range of social, cultural or ethnic backgrounds, or people with varying physical and mental abilities.

Every customer has the potential to be satisfied or dissatisfied with your service. It is human nature that if a person is satisfied

they wont tell anyone. However if they are dissatisfied, they will complain to at least 5 of their friends. Of course telling 5

friends will ensure that they also tell 5 friends each and so the bad service story is constantly repeated. In addition there are

some other bad news facts that relate to dissatisfied customers: only 5% of dissatisfied customers complain to the business the tip of the iceberg

the remainder complain to their friends

dissatisfied people tell five times more people than satisfied ones

most people have no idea who to complain to in an organisation

So what do people want? It is not difficult to improve services related to customer complaints. People want to be taken

seriously, they want to know that their complaint is being listened to and will be acted upon. It is also very sensible to

apologise to the customer and assure them that the problem will be fixed.

So from a complaint come some good news facts:

speedy responses to complaints can significantly increase customer loyalty

customers who complain and are satisfied by the complaints process are more loyal than those who had no problem initially

resolving complaints on first contact can cut complaint handling costs in half

a strong link exists between good complaint management processes and business improvement

The major advantage of an effective and speedy complaint resolution process is that you will gain a reputation for resolving

a complaint quickly, efficiently and fairly. The complainant will certainly talk to other people who are likely to become

customers, therefore, you will spend less time and money attracting new customers. Its also worth remembering that it costs

about five times more to attract a new customer than to keep an existing one. Think of the savings in advertising!

It is also worth seeking suggestions and compliments as well as complaints. You can also gain from discovering the things

you are doing well.

Have a look at the short video clip below, Dealing with customer complaints by Chip Conley. Even though the author is

referring to American businesses, the same principles apply to any business in any country.

http://ecorner.stanford.edu/authorMaterialInfo.html?mid=2045

Essentially Conley is saying that it is OK for a customer to complain and when receiving complaints you should drop

everything and immediately contact or deal with the offended party. He advises that you will go a long way to solving the

problem with swift personal attention and giving the person appropriate respect.

Even if you cannot solve the problem, immediate response can halt deepening resentment and the viral effects of negative

word-of-mouth conversations about your workplace.

3. RESPONDTO CUSTOMER COMPLAINTS


7/22


3.2 WHAT TYPES OF COMPLAINT MAY BE MADE?

Types of complaints vary depending on the type of business and service that is provided. Complaints also vary from simple

customer dissatisfaction that can be resolved on the spot, to a serious complaint requiring external intervention eg police.

For the purposes of this workbook, we are dealing with the customer complaint that is specific to the business and is solved

internally within the business.

Such complaints could be about:

product quality or misunderstanding of its purpose

service dissatisfaction

price or quantity errors

delivery issues

manufacturers warranty or service issues.

ACTIVITY 1

Complete the table below listing complaints that have been received in your workplace. As we proceed throughthe workbook, we will look at these complaints again and see if they could have been handled differently.

Describe the complaint Why did it occur How was the complaint resolved


8/22


While every complaint is different, it is very sensible for a business to have a clear process for complaint handling. The

process should be structured around a concise complaint handling policy and simple procedures for the most likely situations.

The best way to gain staff ownership of a process is to involve all workers in the development and updating of policies

and procedures. It is very sensible to have a brainstorming session at least annually and definitely after dealing with any

significant complaints. During this session workers should be encouraged to:

think of all the possible things that could happen and work out potential solutions

record changes to policies and procedures

agree on what training is required to effectively implement new processes

discuss ideas for informing customers how to provide feedback or make a complaint work out the most effective way to gather information

develop a method of handling complaints that is non-punitive where individuals can be supported to prevent recurrence

All of the above points reflect what should occur in any workplace. However to make sure everything happens correctly, you

need appropriate record keeping forms, technology and administration.

4.1 WHAT POLICIES, PROCEDURES, LEGISLATION,

REGULATIONS OR CODES OF PRACTICE ARE APPLICABLE TO

CUSTOMER COMPLAINTS?

Customers want their complaints to be easy to report, acknowledged, and dealt with quickly, fairly and sensitively.

A written complaint handling policy is a good way to ensure that complaints are taken seriously and dealt with appropriately

and consistently. It also helps to support staff, so be sure you understand your businesses policy.

Here are some tips for developing a customer complaint policy.

make it easy for all customers to complain

decide which staff have the authority to resolve a complaint, and make sure they know what to do. The more a

complaint is escalated to someone higher in the business, the more dissatisfied the customer may become

set a time frame to respond to a complaint. Taking too long makes the problem worse

give one person responsibility for managing the complaint from beginning to end, so the customer does not have to

repeat their complaint to different staff.

ensure staff know your policy and how to treat complaints fairly. Poor complaint handling, for example blaming thecustomer for the problem or marginalising them by saying no one else has complained, will only worsen the problem

A complaint handling policy can:

state why your business welcomes complaints, listing the benefits to customers, staff and the business

state who the policy covers and who is authorised to resolve complaints

define a complaint

4. HOW DO YOU PROCESSCUSTOMER COMPLAINTS?


9/22


10/22


11/22


In the above 2 activities you have looked at a policy as well as procedures for complaints handling.

Compare your list of tasks related to the complaints you discussed in Activity 3 with the list below. Did you include all or most

of the following in your procedure checklist?

You should have because these are the most basic issues that need to be covered to resolve a complaint:

thank the customer.

say why you appreciate the customer feedback

apologise as soon as you understand the nature of the problem (dont apologise beforehand, as this can look insincere)

affirm that the complaint will be resolved to their satisfaction

ask for information to solve the problem

take immediate action. Speedy resolution of a problem is one of the best ways to retain customer loyalty

check if the customer is satisfied - even if this requires follow-up action

take action to prevent recurrence of the problem and make appropriate changes to your products or your procedures

4.2 WHAT ARE EFFECTIVE COMMUNICATIONS

FOR RESOLVING COMPLAINTS?

There are definitely effective and ineffective communication methods for dealing with complaints. A base level rule is that

personal is better. If it is at all possible, you are better to resolve a complaint by talking to the person face to face.

Look at the You Tube below. This is a great example demonstrating that dealing with customer complaints is all about people

skills, one on one or face to face personal service. The worst complaint resolution processes are the dehumanising, take a

number, we will get to you when we have time approach.

Click here view video How to handle Customer ComplaintsOR if you are using the printed resource, enter the address below into your web browser.

www.youtube.com/watch?v=2fO1NF9xnf4&feature=related

After looking at the videos it should be clear that workers must be able to demonstrate some essential skills before being

given any role in a complaint resolution process.

Those essential skills should include the ability to:

let the customer know they have your full attention

listen and develop a clear understanding of what the complaint is about

acknowledge the problem and be empathetic and calm to help alleviate the customers stress

take notes without filtering or interpreting the information

ask questions to clarify or expand knowledge of the complaint

give the customer opportunities to ask questions.Tell the customer you want to help improve the situation. Ask how they

would like to proceed

explain how the complaint procedure works

ensure the customer is comfortable with the process. Decide what can be done to fix the problem and tell them

contact the customer within an agreed time-frame to ensure the problem was resolved

maintain a courteous and professional approach
http://www.youtube.com/watch?v=2fO1NF9xnf4&feature=relatedhttp://www.youtube.com/watch?v=2fO1NF9xnf4&feature=relatedhttp://www.youtube.com/watch?v=2fO1NF9xnf4&feature=relatedhttp://www.youtube.com/watch?v=2fO1NF9xnf4&feature=related


12/22


ACTIVITY 4

For each of the skills above describe a situation where you have demonstrated your ability to achieve thiscompetently in the workplace

The skill Describe a situation when you didthis in the workplace related todealing with a customer complaint

What do you think you coulddo to improve your skills

Let the customer know they have

your full attention

Listen and develop a clear

understanding of what the complaint

is about

Acknowledge the problem and

be empathetic and calm to help

alleviate the customers stress

Take notes without filtering or

interpreting the information

Ask questions to clarify or expand

knowledge of the complaint

Give the customer opportunities to

ask questions.Tell the customer you

want to help improve the situation.

Ask how they would like to proceed

Explain how the complaint

procedure works

Ensure the customer is comfortable

with the process. Decide what can be

done to fix the problem and tell them

Contact the customer within an

agreed time-frame to ensure the

problem was resolved

Maintain a courteous and

professional approach


13/22


THE PLUMBING CASE STUDY:

The plumbing case study listed below is a great example of a business correctly dealing with a complaint and using the

appropriate personal skills to ensure a positive outcome. If you are having problems with Activity 4, the case study will help

you think of similar examples in your workplace

A woman stormed into a plumbing companys head office demanding to see the manager about an unfinished plumbing

job. She was looking for a fight because she had repeatedly asked that the plumbing be fixed for her daughters wedding

party next week, and there were only two days to go.

The manager invited her into his office and allowed her to let off steam. (Let the customer know they haveyour full attention)

He demonstrated a personal interest in her predicament and agreed that having leaky pipes in the toilet would be a

problem.(Listen and develop a clear understanding of what the complaint is about)

Taking notes to ensure he understood the problem fully he then calmly explained the reasons why the job had been

delayed there had been heavy rains and many emergency plumbing jobs to be carried out. (Take notes withoutfiltering or interpreting the information)

He then picked up the phone to the plumber handling the job and told him that he and the customer were anxious to

have the job finished by the weekend. (Acknowledge the problem and be empathetic and calm to help alleviatethe customers stress)

The plumber explained to his manager that he had four jobs that day and they were all emergencies. The manager

then informed him that this was also an emergency. He asked if the plumber could come and patch up the pipes for the

weekend then return the following week to finish the job properly? The plumber thought about this for a minute or so

and said that, yes, he could temporarily stop the leaking for a couple of days and then fix it properly the next week.

The manager explained this to the customer who immediately perked up. No, she didnt mind the plumber coming back

the next week to do the job properly, just as long as he could stop the ugly streak of dirty water leaking from the back of

the bathroom toilet. The manager assured her that there would be no leaking pipes during the wedding party.(Give thecustomer opportunities to ask questions.Tell the customer you want to help improve the situation. Ask how

they would like to proceed)

The customer left the office feeling vindicated. The company had recognised her problem as important and had solved it

to her satisfaction.(Ensure the customer is comfortable with the process. Decide what can be done to fix theproblem and tell them)

When the plumber arrived the next day he left her a fridge magnet with the companys phone number on it. It was

immediately placed on the fridge and was the subject of much discussion at the wedding party the following day.

In conclusion- customers are effectively doing you a favour when they complain. They are often going out of their way to

tell you about a problem which other customers may also have, but dont tell you. When customers complain, it means

they have enough faith in your company to believe you will deal with them in a fair and sensitive way. If you respond

well to complaints, you will reinforce respect. If you exceed customers expectations, you may build a stronger bond with

them. Overall, customer complaints are a valuable source of business information. Use them well, and they will help

build the company.


14/22


4.3 A REGISTER OF COMPLAINTS/DISPUTES ISMAINTAINED AND CUSTOMER IS INFORMED OF

OUTCOME OF INVESTIGATION.

At this point we have discussed the different stages required to achieve resolution of a customer complaint. This has been

specifically related to complaints that can be dealt with by workers in the workplace.

Every good business manager and person who has excellent customer service skills, will tell you that there is a basic

customer satisfaction formula that follows the simple rule :

Doing the job right the first time + Effective customer contact handling = Increased customer satisfaction/brand loyalty

However we are all human. Problems will occur and customers will complain. It is well documented that there are manybenefits to be derived from welcoming complaints and handling them well.

The benefits include:

fewer mistakes in the future and less time spent fixing them

improved product quality

better understanding of customers needs

happier customers

greater customer loyalty

more customers through word-of-mouth advertising

better understanding of your business

less time and money spent attracting customers

improved business reputation

more repeat business

All of the above points can be achieved by effectively solving customer problems along with keeping an accurate register of

complaints, the actions taken and the outcomes. The record keeping process is important. A persons memory is not enough to

maintain an accurate record.

If you questioned the people in a business who had been involved in a particular complaint, they are likely to have a different

memory of the complaint, the process and the outcome.

Some businesses or workplaces believe that if they dont receive many complaints, their customers must be satisfied.

However, if the business is not keeping a formal record of complaints received, how would they know if performance is

improving, worsening or staying the same!


15/22


5.1 COMPLAINTS THAT REQUIRE REFERRAL TO OTHER

PERSONNEL OR EXTERNAL BODIES ARE IDENTIFIED

AND REFERRALS ARE MADE TO APPROPRIATE PERSONNEL

FOR FOLLOW UP.

Up to this point in the workbook we have talked about problems and complaints that are able to be handled in house by

workers / managers in the business. Not all complaints will be able to be dealt with appropriately in this way. Can you think

of reasons why a complaint needs to be handled by a third party? Reasons could include such issues as:

1. warranty claim being disputed2. complaint is a police matter

3. customer is not receiving appropriate service from the business

Generally speaking a complaint is not escalated to an external body until resolution has been attempted between the

customer and the business. A tiered approach to resolution is the most effective as it ensures the complaint is appropriately

managed from tier to tier as needed.

Tier 1: Initial complaint handling

complaints should be lodged and resolution sought by staff who are in daily contact with the customer

and are familiar with the problem

staff should be empowered with clear delegations to resolve complaints, wherever possible, at first contact

complaints should be logged for later analysis or for escalating to Tier 2 if needed.

Tier 2: Internal review or investigation

if the customer is still dissatisfied, unresolved complaints should be reviewed or investigated by more senior staff or a

designated complaint officer who will consider options such as conciliation, mediation or direct negotiations.

Tier 3: Refer unresolved complaints for external review

Complaints that are not resolved internally may be dealt with by:

an alternative dispute resolution procedure (eg mediation)

referring the complaint to external agency (eg ombudsman)

informing the complainant of appeal procedures or other legal remedies

In ensuring that complaints are fairly heard and correctly recorded, every business must consider a number of factors.

Read the following lists and then complete Activity 5.

1. User friendly procedures for lodging complaints

a complaint system must be visible and easily accessed by the public

the process must be simple to understand

customers must be able to lodge complaints in a number of ways

2. A means of recording complaints

both managers and staff should provide input about which information will be useful in the complaints

management system forms need careful planning to log key elements of information, including verbal complaints

5. REFER COMPLAINTSTO APPROPRIATE PERSONNEL


16/22


3. Commitment and clear lines of authority all staff, including the CEO, must be committed to the fair resolution of complaints

the system should clearly define who is responsible for dealing with complaints at each tier

4. Staff empowerment

frontline staff responsible for resolving grievances should be trained in communication skills and dispute resolution

assign specific accountabilities to staff, using job statements and team mission statements

5. Remedies

communication - engage in prompt communication

rectification correct the error or put right the misunderstanding

mitigation moderate the severity of the detriment suffered. Satisfy the reasonable concerns of the person whohas suffered detriment eg with an apology or public acknowledgement

compensation (monetary) if a loss is sustained directly or indirectly as a fault of the business

complainants should be told about alternative remedies, especially if the business is unable to resolve the

complaint. This involves telling the complainant about rights of appeal or their right to make a complaint to the

Ombudsman (or other external review agencies).

6. Performance standards

give realistic timeframes for complaint inquiries, responses and follow up, with progress reports if there is a delay

set time limits for each step of the complaint handling procedure, with acknowledgements by phone or letter

7. Policy and procedures

policies and procedures should be easy to understand and assist staff in resolving, conciliating and investigating

complaints from the simple to the complex

To ensure a business is absolutely correct in the process of handling complaints they are recommended to become familiar

with Standards Australia Quality Management: Customer Satisfaction: Guidelines for complaints handling in organisations:

Australian/International Standard AS ISO 10002: 2006.

This publication by Standards Australia lists principles of a complaints handling process for those making and receiving

complaints and describes current best practice. A simple list of suggestions is included below:

examine how effectively your workplace currently handles complaints.

are staff involved in developing a complaint handling system, and deciding who will handle complaints

anticipate common complaints and work out standard solutions

write down your complaints handling procedure and prepare a standard complaint form

are staff trained in the procedure and have the skills to resolve complaints.

display a sign saying your workplace welcomes genuine complaints about product quality or service

clearly advise your customers where and how they can report problems

ensure your customers can report problems to you at any time

keep a record of all problems and complaints

trial the system, and use customer and staff feedback to improve it over time


17/22


ACTIVITY 5

As you have worked through the activities you have looked at customer complaints dealt internally within thebusiness. In fact your workplace may never have had to deal with a complaint externally.

This activity requires that you think about complaints that may occur in your workplace that would be dealt withby external agencies. Complete the table filling in all sections.

Describe the complaint/problem What external agency do you thinkneeds to deal with the complaint

What is the best outcome that canbe achieved

5.2 COMPLETE DOCUMENTATION AND INVESTIGATIONREPORTS ARE FORWARDED AND APPROPRIATE PERSONNEL

ARE FOLLOWED UP TO GAIN PROMPT DECISIONS.

In activity 5 you were asked to consider complaints that have occurred or may occur in your workplace, that are dealt with by

external agencies. You were asked to state what agencies would deal with the problem. There are a number of agencies that

you should have considered. Read the information below. If you now realise that the problem would be more appropriately

resolved by one of the agencies listed then go back to Activity 5 and change your answers.

Australian Competition and Consumer Commission (ACCC)

The ACCC role is to promote competition and fair trade in the market place to benefit consumers, businesses and the

community.

Its primary responsibility is to ensure that individuals and businesses comply with the Commonwealth competition, fair

trading and consumer protection laws.

The ACCC website has three main sections as below:

For Consumers: Want to know about your consumer rights or how to make a complaint? Need more information about

how businesses should act when selling you goods and services?

For Business: Small business support, franchising, mergers, authorisations, your obligations, professions and industry

codes of conduct...

For Regulated Industry: Communications, gas, electricity, aviation and airports, water, postal services, insurance, rail,

wheat exporters...


18/22


Each section then has a wealth of easy to access information using the drop down quick link.Check out more at www.accc.gov.au

Fair Trading / Consumer Affairs Agencies

Each state has a Fair Trading/Consumer Affairs agency which safeguards consumer rights and advises business and traders

on fair and ethical practice. In addition to direct services for individuals, the legislative framework sets the rules for fairness in

the countless daily transactions between consumers and traders. The types of complaints that can be made to these agencies

varies. Generally if a customer or business cannot resolve a complaint internally or with mediation then the Fair Trading or

Consumer Affairs departments are the next stop.

Types of complaints may include: product quality or misunderstanding of its purpose, service dissatisfaction, price or quantity

errors, delivery issues, manufacturers warranty, or service.

The process followed by an external agency in investigating a complaint is likely to be similar to the points below.

if a consumer has made unsuccessful attempts to resolve a dispute with a business they can lodge a written complaint

with an external agency

if a complaint does not involve unlawful action then conciliation is attempted between the business and the consumer

the external agency cannot make official judgements like a court or judge

If a complaint appears to involve a breach of the law, it is investigated. The process requires full and accurate

documentation of the information gathered and enables each party to present their evidence.

The following hyperlinks are provided for each appropriate state department.

NSW Fair Trading Site: www.fairtrading.nsw.gov.au/default.html

Consumer Affairs Victoria:www.consumer.vic.gov.au

Qld Fair Trading: www.fairtrading.qld.gov.au

South Australian Office of Consumer and Business Affairs: www.ocba.sa.gov.au

Australian Capital Territory Fair Trading (Department of Justice and Community Safety, Office of Regulatory Services)

www.productsafety.gov.au/content/index.phtml/itemId/977245

Northern Territory Consumer Affairs (Department of Justice)


Tasmania Fair Trading (Department of Justice)


Western Australia Consumer Protection (Department of Commerce)



19/22


ACTIVITY 6

You are currently residing/employed by a business in a state of Australia. You are a customer that has beenunable to resolve a complaint by going to the business directly. Your complaint is as follows:

You purchased a vacuum cleaner 10 months ago which is no longer working.

You have retained all of the purchase dockets and took the vacuum back to the place of purchase to be fixed under warranty.

The store has advised that they no longer stock that model of cleaner and dont deal with that manufacturer anymore.

Research the Fair Trading or Consumer Affairs web site applicable to your state.

What are your rights and options to resolve your problem?

What are you going to say to the business when you re-approach them?

What do you think is an acceptable solution for your problem?


20/22


After finishing all of the activities in this workbook you should be able to competently complete final summative assessments.

Do you feel that you are confident about your skill levels in the workplace related to dealing with complaints?

Use the table below to help you check your skills. Before commencing your final assessments it is important to review any

sections in which you feel unsure.

Remember: it is always OK to ask your supervisor or your assessor questions.

In the table below, read the list of skills and knowledge you should have after completing this workbook

1. Put a tick in the column if you can do this now and a brief comment re why you believe you have this skill

2. Put a tick in the next column if you feel you need more practice and a brief comment as to why

3. If you require further training, complete the third column listing what training is needed. Show this list to your

supervisor or assessor and ask for more time or training before completing the summative assessments

Skills/knowledge you should have

Yes

Needpractice Comment on why What additional

training do I need

Communicating ideas and information by

discussing the customers concerns and issues.

Utilise culturally appropriate communicationskills to relate to people from diverse

backgrounds and people with diverse abilities

Collecting, analysing and organising information

by recording the nature of the complaint in

accordance with enterprise requirements

Planning and organising activities to achieve

complaint resolution

Working with others and in teams regarding

referring complaints to another staff member or

relevant body

Using mathematical ideas and techniques ie to

calculate price reductions and refunds

Solving problems by seeking to negotiate an

outcome satisfactory to all parties

Using technology to complete processes

Using appropriate literacy skills to read/understand

a variety of texts; to prepare general information

and papers; to edit and proofread texts.

6. BEING CONFIDENTABOUT YOUR SKILL LEVELS IN THE WORKPLACE


21/22


22/22


RAN ONE www.ranone.com/files/Dealing%20with%20Customer%20Complaints%20Article.pdf

NSW Government www.dpc.nsw.gov.au/publications/service_principles_and_obligations/complaint_handling/essential_features_of_a_complaint_handling_system

NSW Fair Trading www.fairtrading.nsw.gov.au/Businesses/Dealing_with_customers/Complaints.html

E Corner http://ecorner.stanford.edu/authorMaterialInfo.html?mid=2045

The Equal Opportunity Commission www.eoc.sa.gov.au/eo-business/shops-and-services/shops-and-services-toolkit/developing-your-customer-complaint-policy

www.eoc.sa.gov.au/eo-business/shops-and-services/shops-and-services-toolkit/developing-complaint-handling-procedure

UTube How to handle Customer Complaints www.youtube.com/watch?v=2fO1NF9xnf4&feature=related

Australian Competition and Consumer Commission www.accc.gov.au

Consumer Affairs Victoria www.consumer.vic.gov.au

Qld Fair Trading www.fairtrading.qld.gov.au

South Australian Office of Consumer and Business Affairs www.ocba.sa.gov.au

NSW Fair Trading Site www.fairtrading.nsw.gov.au/default.html

Australian Capital Territory Fair Trading (Department of Justice and Community Safety, Office of Regulatory Services) www.productsafety.gov.au/content/index.phtml/itemId/977245

Northern Territory Consumer Affairs (Department of Justice) www.productsafety.gov.au/content/index.phtml/itemId/977243

Tasmania Fair Trading (Department of Justice) www.productsafety.gov.au/content/index.phtml/itemId/977231

Western Australia Consumer Protection (Department of Commerce) www.productsafety.gov.au/content/index.phtml/itemId/977236

8. BIBLIOGRAPHY AND SOURCES FOR CONTENT IN MATERIALS

Process Customer Complaints Book 1

Documents

Transcript of Process Customer Complaints Book 1