Process customer complaints (Superseded)
Note: BSBCMM301 is superseded by BSBOPS305
This unit is an accredited training resource consistent with the Nationally Recognised Training requirements for Vocational Education and Training (VET) and is ideal for Registered Training Organisations (RTOs) in Australia. It consists of Learning Resource Material (instructional theory), an Assessment Workbook, and information about assessment mapping to the Performance Criteria, Knowledge Evidence, and Performance Evidence requirements of this accredited unit.
Our BSBCMM301 training product is available for purchase as a hardcopy (printed) book in both Learner Guide and Trainer/Assessor Guide variants. This unit is available for enrolment and online training/assessment via Catapult LMS (Learning Management System). NOTE: If you are a training provider, please do your own validation, in accordance with your Training and Assessment Strategy (TAS).
$15.00 inc GST
Unit information about the BSBCMM301 training material in this resource
BSBCMM301 information from training.gov.au.
This unit describes skills and knowledge required to handle formal and informal negative feedback and complaints from customers.
It applies to individuals 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.
Unit mapping information
This unit supersedes BSBCMM301B Process customer complaints
Licensing, legislative, regulatory or certification requirements
No licensing, legislative or certification requirements apply to this unit at the time of publication.
This unit contains foundation skills
Unit sector or competency field
Prerequisite, co-requisite or interdependent assessment of units
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced by individuals using interpersonal communication skills in the workplace and include access to:
organisational policies and procedures relevant to customer complaints
relevant legislation or codes of practice
office equipment and resources
case studies and, where possible, real situations
interaction with others
Assessors must satisfy NVR/AQTF assessor requirements.