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BSBCMM301 Process Customer Complaints

   

Added on  2022-09-11

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BSBCMM301 – Process customer complaints
Name: Surname:
Student ID:
Qualification: BSB30115
Training Package: BSB Business Service
Due Date: Week 9 Assessment Type:
{*
Assessment Guidelines
Please read the following assessment guidelines carefully.
1. The purpose of this activity is to assess your knowledge and skills in Process customer complaints.
2. If you have any considerations that may affect your performance in the assessment, please inform your
assessor immediately. Your assessor will provide you with a suitable alternative to complete this assessment.
3. Your assessor will mark your assessment and provide feedback and a grade to you via the assessment
submission on Moodle.
4. If you feel the decision made by your assessor was incorrect you have the rights to appeal the grading through
filling out an appeal form which will then be handle by the Academic Manager.
5. A “NYS” (not yet satisfactory) result of this task may be returned to you for a re-assessment. Re-assessments
must be submitted by an agreed date with your assessor.
6. The re-assessment work must address the specific performance tasks beyond doubt for the assessor to issue
a satisfactory (pass) result. A repeat NYS outcome could lead to an administration fee for further reassessment.
7. All work must be done individually. Copied work will not be accepted and
By adding my name to this document, I hereby declare the work is my own and has not been copied
from any other source.
Student NAME:_______________________________________ Date:_________________
*}
BSBCMM301 Process Customer Complaints_1

BSBCMM301 – Process customer complaints
Task A – Knowledge Question
1. Provide 4 examples of common customers complaints.
2. When taking details of a customer complaint, what needs to be documented?
3. Why is it important to document customer complaints?
BSBCMM301 Process Customer Complaints_2

BSBCMM301 – Process customer complaints
4. Why is it important to review customer complaints?
5. How does your organisation document customer complaints?
6. When making decisions about customer complaints, what do you need to consider?
BSBCMM301 Process Customer Complaints_3

BSBCMM301 – Process customer complaints
7. At what level are you able to make decisions about customer complaints within your
role?
8. What policies are in place within your organisation to determine how decisions
about customer complaints are made?
9. How should you prepare for a negotiation with a customer to resolve a complaint?
BSBCMM301 Process Customer Complaints_4

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