Process customer complaints
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 BSBOPS305 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 BSBOPS305 training material in this resource
BSBOPS305 information from training.gov.au.
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.
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
Licensing, legislative, regulatory or certification requirements
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Unit sector or competency field
Business Competence – Business Operations
Prerequisite, co-requisite or interdependent assessment of units
Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.
This includes access to:
organisational policies and procedures relevant to customer complaints
legislation and codes of practice relevant to customer complaints
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.