Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
AURAMA005 Mapping and Delivery Guide
Manage complex customer issues in an automotive workplace
Version 1.0
Issue Date: July 2024
Qualification | - |
Unit of Competency | AURAMA005 - Manage complex customer issues in an automotive workplace |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the performance outcomes required to resolve complex customer issues and complaints. Complex customer issues include those caused by cost variations, warranty issues, policy matters, additional repair time and disputed work standards. The unit involves examining the exact nature of a customer issue, communicating effectively, making informed judgements, negotiating an outcome or referring the issue to an appropriate person, and documenting outcomes for continuous improvement.It applies to those working in the automotive sales and service industry.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. 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. |
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Prerequisites/co-requisites | |||
Competency Field | Common |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Examine the nature of the issue |
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Element: Resolve or escalate the issue |
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Element: Document issue and outcome |
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Element: Examine the nature of the issue |
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Element: Resolve or escalate the issue |
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Element: Document issue and outcome |
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