Unit of competency Outline

Date retreived
22/07/2026 8:07 PM AWST

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Manage complex customer issues

Manage complex customer issues

Unit of competency
National Code
AURC463238B
State Code
D7585
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
21/06/2011
View on TGA
State Implementation and Classification
Approved Date
26/09/2011
Field of Education
080501 - Sales
Original Release Date
26/09/2011
Nominal Hours
32
Description
This unit of competency describes the skills and knowledge required to resolve complex customer complaints or issues.It requires the ability to communicate effectively and make an informed judgement.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Examine the nature of the issue
  • 1.1. Ascertain all facts relating to the issue
  • 1.2. Use effective communication to understand customer feelings and opinions
  • 1.3. Determine enterprise and/or supplier policies relating to the issue
2. Exercise judgement to resolve the issue
  • 2.1. Determine implications of the issue for the customer and organisation
  • 2.2. Analyse and negotiate options for resolution with the customer in accordance with legislative requirements and enterprise policies
  • 2.3. Refer matters for which a solution cannot be negotiated to management
3. Document issue and outcome
  • 3.1. Report outcome of the issue to management
  • 3.2. Incorporate issue and outcome into customer feedback system
No information
No information
Replaces
State Code National Code Title Type
W2845 AURC463238A Manage complex customer issues Unit of competency
Replaced By
State Code National Code Title Type
WF025 AURAMA4005 Manage complex customer issues Unit of competency
State Code National Code Title Type
W227 AUR50105 Diploma of Automotive Management Qualification
D792 AUR40511 Certificate IV in Vehicle Loss Assessing Qualification