Unit Mapping Information
Supersedes and is equivalent to BSBCMM301 Process customer complaints.
Supersedes but is not equivalent to:
BSBCUE304 Provide sales solutions to customers
BSBCUE308 Conduct outbound customer engagement.
Application
This unit describes skills and knowledge required to handle complaints from customers.
The unit applies to those who apply a broad range of competencies and 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.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Unit Sector
Business Competence – Business Operations
Contains the following documents
Assessment Matrix (Mapping Document)
Assessor Workbook
Introduction to unit
Learner Guide
Learner Evidence
Learner Workbook
Statement of Validation
Session Plan
PowerPoint
NEW Supporting Documents
Contextualisation Guide
Training and Assessment Strategy Template
Student Validation Survey
Work Placement Logbook Template
Workplace Documentation Template
Workplace Evidence Template
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