Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Elements Elements describe the essential outcomes. | Performance Criteria Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold and italicised text is used, further information is detailed in the range of conditions section. |
1. Examine the nature of the issue | 1.1 Customer issue and associated feelings and opinions are identified 1.2 Facts relating to the issue are determined using appropriate communication skills 1.3 Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted 1.4 Further information is researched as required to confirm or clarify issue 1.5 Rights and responsibilities of customer and workplace are determined and communicated to customer |
2. Resolve or escalate the issue | 2.1 Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified 2.2 Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures 2.3 Information required to assist customer in evaluating service and product options that best meet customer needs is provided 2.4 Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures 2.5 Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person |
3. Document issue and outcome | 3.1 Record issue, outcome and customer feedback according to workplace procedures 3.2 Report agreed outcome to appropriate person according to workplace procedures |
This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.
Appropriate communication skills must include: | active listening questioning techniques interpreting body language. |
Before competency can be determined, individuals must demonstrate that they can perform the following according to the standards defined in this unit’s elements, performance criteria, range of conditions and foundation skills:
manage the complex issues of three different customers in an automotive service and repair environment, including issues involving two of the following:
cost variations
warranty issues
policy matters
additional repair time
disputed work standards
one of the above must involve escalating the issue to appropriate person.
Individuals must be able to demonstrate knowledge of:
workplace procedures relating to:
customer service
dealing with dissatisfied customers
complaints handling and recommending appropriate action
escalating issues to appropriate person
reporting and documenting complaints
common complex customer issues, including disputes concerning:
cost
work standards
time taken or expected for repairs
selection of parts
warranties
key legal requirements relating to customer rights as a consumer, and business obligations under Australian Consumer Law (ACL)
negotiation, communication and problem-solving strategies, including:
active listening
questioning techniques
interpreting body language
negotiating or closing a deal
automotive product and service knowledge relevant to workplace manufacturers or suppliers in order to recommend:
alternative products and services
variations in a limited product and service range.
Assessors must satisfy NVR/AQTF assessor requirements.
Competency is to be assessed in the workplace or a simulated environment that accurately reflects performance in a real workplace setting.
Assessment must include direct observation of tasks.
Where assessment of competency includes third-party evidence, individuals must provide evidence that links them to having managed complex customer issues in an automotive workplace, e.g. complaint resolution report.
Assessors must verify performance evidence through questioning on skills and knowledge to ensure correct interpretation and application.
The following resources must be made available:
automotive repair workplace or simulated workplace
workplace procedures relating to customer service and workplace legal obligations
three different customers with the complex issues specified in the performance evidence
workplace and manufacturer or supplier product or service information.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist