Part 5 ASSESS A CANDIDATE FOR RPL This is an individual activity Sacha Cohen is a candidate who wants his existing skills recognised in BSBCMM301 Process customer complaints. You have a conversation with Sacha and you request that he submits a portfolio that provides evidence of required skills and knowledge for the unit in relation to the critical aspects of evidence. Portfolio, third party reports and the audio from the conversation with Sacha TAE USB material\Assessment 4 useful information folder\Part 5 RPL – 5.1 Based on the portfolio and the conversation you have had with Sacha, you are required to assess him for RPL. Use the document below to show your judgement of the evidence of your assessment of Sacha. You need to address all fields shaded in blue. Please mark either a or an in every cell. “Y” “N” N.B. If Sacha provides evidence of competency in at least one of the three categories of evidence (i.e. portfolio, third party report or competency conversation) for each aspect of the RPL, he can be deemed as competent. RPL Assessment Name of Assessor: Name of Candidate seeking RPL: Party Date of Assessment: Reports Portfolio Third Competency Conv’n Please mark either a BSBCMM301 Process customer complaints “Y” or an in every cell. “N” 1.1 Process customer complaints using effective Elements communication according to organisational 1. Respond procedures established under organisational policies, to legislation or codes of practice complaints legislation, organisational policies and codes 1.2 Obtain, document and review reports relating to customer complaints 1.3 Make decisions customer complaints, taking into account applicable 1.4 Negotiate resolution of the complaint and obtain agreement where possible 1.5 Maintain a register of complaints/disputes 1.6 Inform customer of the outcome of the investigation 2.1 Identify complaints that require referral to other 2. Refer personnel or external bodies complaints
Part 5 ASSESS A CANDIDATE FOR RPL This is an individual activity Sacha Cohen is a candidate who wants his existing skills recognised in BSBCMM301 Process customer complaints. You have a conversation with Sacha and you request that he submits a portfolio that provides evidence of required skills and knowledge for the unit in relation to the critical aspects of evidence. Portfolio, third party reports and the audio from the conversation with Sacha TAE USB material\Assessment 4 useful information folder\Part 5 – RPL 5.1 Based on the portfolio and the conversation you have had with Sacha, you are required to assess him for RPL. Use the document below to show your judgement of the evidence of your assessment of Sacha. You need to address all fields shaded in blue. Please mark either a “Y” or an “N” in every cell. N.B. If Sacha provides evidence of competency in at least one of the three categories of evidence (i.e. portfolio, third party report or competency conversation) for each aspect of the RPL, he can be deemed as competent. RPL Assessment Portfolio Third Party Reports Competency Conv’n Name of Assessor: Name of Candidate seeking RPL: Date of Assessment: BSBCMM301 Process customer complaints Please mark either a “Y” or an “N” in every cell. Elements 1. Respond to complaints 1.1 Process customer complaints using effective communication according to organisational procedures established under organisational policies, legislation or codes of practice legislation, organisational policies and codes 1.2 Obtain, document and review reports relating to customer complaints 1.3 Make decisions customer complaints, taking into account applicable 1.4 Negotiate resolution of the complaint and obtain agreement where possible 1.5 Maintain a register of complaints/disputes 1.6 Inform customer of the outcome of the investigation 2. Refer complaints 2.1 Identify complaints that require referral to other personnel or external bodies
Assessment%20Tasks%20TAE40110%20v26.3.docx