CPPCMN3004

Application

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.

Unit mapping information

CPPCMN3004A Respond to enquiries and complaints

Licensing, legislative, regulatory or certification requirements

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

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit sector or competency field

Common

Prerequisite, co-requisite or interdependent assessment of units

Not applicable

Assessment conditions

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.