BSBCMM301 – Process customer complaints Copy
This unit describes the performance outcomes, skills, and knowledge required to handle formal and informal, negative feedback and complaints from customers.
Operators 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.
This unit applies to individuals who are skilled operators and apply a broad range of competencies in various customer service contexts.
This unit is broken up into three distinct sections. They are:
1. Respond to Complaints
2. Refer Complaints
3. Exercise Judgement to Resolve Customer Service Issues.
At the conclusion of this training, you will be asked to complete an Assessment. The information contained in this resource will assist you to complete this task. On completion of this unit of competency, you will have demonstrated your ability to deal with customer complaints.