Respond to enquiries and 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 CPPCMN3004 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).
This CPPCMN3004 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.
The unit content consists of:
Our CPPCMN3004 training product is available for purchase as a hardcopy (printed) book in both Learner Guide and Trainer/Assessor Guide variants.
This unit is also available for enrolment and online training/assessment via Catapult LMS (Learning Management System). Contact us to learn more.
NOTE: If you are a training provider, please do your own validation, per your Training and Assessment Strategy (TAS).
This unit of competency specifies the outcomes required to respond effectively to client enquiries and complaints regarding company products and services. The worker needs to handle formal and informal enquiries, as well as negative feedback and complaints from clients.
The unit covers acknowledging and processing client enquiries and complaints, and communicating with clients to resolve issues. It also covers researching and documenting relevant information relating to an enquiry or complaint, which may include site visits where required; and referring the enquiry or complaint to other personnel or external organisations where appropriate.
The unit supports employees without managerial or supervisory responsibilities.
Performance would usually be carried out under routine supervision, within company guidelines. It applies to workers who have significant contact with clients and who provide information on routine, well-defined services or products to clients, and deal with enquiries or complaints of a more complex nature.
CPPCMN3004A Respond to enquiries and complaints
Licensing, legislative, regulatory or certification requirements apply to this unit in some States. Relevant state and territory regulatory authorities should be consulted to confirm those requirements.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Common
Not applicable
Suitable assessment of performance requires:
equipment:
telephone
computer with access to email, internet and company information
materials:
tools and equipment for investigating site of client complaint, if required
specifications:
company information
manufacturer specifications and other technical information
plain English guides to relevant legislative guidelines, standards and codes of practice
physical conditions:
access to site of client complaint, if required
relationships with team members and supervisor:
acting alone under supervision
access to supervisor and other relevant personnel for assistance with gathering information
relationship with client:
direct communication with client or agent representing client
timeframe:
according to work order
Assessor requirements
As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.
$15.00 inc GST
