Competency standard UNIT TITLE: RECEIVE AND RESOLVE CUSTOMER COMPLAINTS NOMINAL HOURS: 25 UNIT NUMBER: D1.HRS.CL1.15 UNIT DESCRIPTOR: This unit deals with the skills and knowledge required to receive and resolve customer complaints in a range of settings within the in the hotel industry workplace context ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT Element 1: Identify and analyse the complaint Unit Variables Receive and accurately record a verbal The Unit Variables provide advice to interpret the scope and context of this unit of competence, complaint active listening and empathy allowing for differences between enterprises and workplaces. It relates to the unit as a whole and techniques facilitates holistic assessment Identify through appropriate communication This unit applies to complaints received by the food production and food and beverage outlets within techniques the exact nature of the customer the labour divisions of the hotel and travel industries and may include: complaint Food Production Maintain register or complaint file/s in Food and Beverage Service accordance with the requirements of the enterprise information system Complaint may be related to: Element 2: Respond to complaints Any expression of dissatisfaction with food and beverage products or food service by a customer and will include: Process complaints in accordance with organisational standards, policies and Written complaints, e.g. Letter, email, complaint and/or feedback form procedures Verbal, face-to-face, complaints Obtain and review documentation in relation to complaints Verbal complaints over the telephone. Update register of complaints/disputes Appropriate communication techniques may be related to: The use of active listening
Competency standard UNIT TITLE: RECEIVE AND RESOLVE CUSTOMER COMPLAINTS NOMINAL HOURS: 25 UNIT NUMBER: D1.HRS.CL1.15 UNIT DESCRIPTOR: This unit deals with the skills and knowledge required to receive and resolve customer complaints in a range of settings within the in the hotel industry workplace context ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT Element 1: Identify and analyse the complaint Receive and accurately record a verbal complaint active listening and empathy techniques Identify through appropriate communication techniques the exact nature of the customer complaint Maintain register or complaint file/s in accordance with the requirements of the enterprise information system Element 2: Respond to complaints Process complaints in accordance with organisational standards, policies and procedures Obtain and review documentation in relation to complaints Update register of complaints/disputes Unit Variables The Unit Variables provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment This unit applies to complaints received by the food production and food and beverage outlets within the labour divisions of the hotel and travel industries and may include: Food Production Food and Beverage Service Complaint may be related to: Any expression of dissatisfaction with food and beverage products or food service by a customer and will include: Written complaints, e.g. Letter, email, complaint and/or feedback form Verbal, face-to-face, complaints Verbal complaints over the telephone. Appropriate communication techniques may be related to: The use of active listening
TG_Receive_&_resolve_cust_complaints_refined.docx