ICTTC219A

Resolve complaints dealing with specific product/service

Unit overview

As a call centre/customer contact centre agent you sometimes need to deal with customer complaints relating to products or services. In this unit you will learn how to:

find out the cause of the complaint
agree with the customer on how their complaint can be resolved
take steps to resolve the complaint

Nominal hours

35 hours.

Prerequisites

None.

Elements of competency

Element 1 - Identify and analyse the complaint to establish the underlying cause.	Activity
The complaint is established through active listening, questioning and empathy.	Customer complaints 1: Getting the details
Systems are interrogated to capture data which relates directly to the complaint as stated by the customer.	Accessing customer records
The customer is queried for information related to the complaint and possible cause(s).	Customer complaints 1: Getting the details
The underlying cause of the complaint is identified, summarised and agreed with the customer.	Customer complaints 1: Getting the details
Work is undertaken in a manner which is safe to self and fellow workers.	Occupational safety and health
Element 2 - Determine and agree appropriate action to resolve the complaint.
Possible options to resolve the complaint are determined and reviewed within enterprise constraints.	Complaints 2: Complaint resolution and escalation
Action to resolve the complaint is agreed and confirmed with the customer.	Complaints 2: Complaint resolution and escalation
The complaint is escalated to the next highest authority in accordance with standard procedures.	Complaints 2: Complaint resolution and escalation
All data relevant to the complaint is given to person dealing with the escalated complaint.	Complaints 2: Complaint resolution and escalation
Customer is informed as to further action in the event of further referral including negotiation with customer as to agreed call back arrangements.	Complaints 2: Complaint resolution and escalation

Here is a checklist for you to help you monitor your work progress.