Sheffield College Assignment 2022

Sheffield College
Diploma of Automotive Management
WORK BOOK
AURAMA4005 Manage Complex Customer Issues
in an automotive Workshop
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Student ID No:
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Sheffield College Diploma of Automotive Management
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Sheffield College Diploma of Automotive Management
Contents
Unit introduction...................................................................................................4
Examine the nature of the Issue...................................................................................6
Activity 1......................................................................................................................18
Exercise Judgement to Resolve the Issue.................................................................20
Activity 2......................................................................................................................29
Document Issue and Outcome...................................................................................31
Activity 3......................................................................................................................35
Sample Complaint Handling Policy............................................................................41
Activity 4......................................................................................................................46
Observation Checklist..............................................................................................48
REASONABLE ADJUSTMENT.............................................................................49
SUBMISSIONS AND RESULTS..........................................................................49
FEEDBACK...............................................................................................................49
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Sheffield College Diploma of Automotive Management
Unit introduction
This unit of competency describes the skills and knowledge required to resolve
complex customer complaints or issues.
It requires the ability to communicate effectively and make an informed judgement.
This competence is performed in the context that all materials and equipment
needed to carry out this function have been provided, including learning materials,
learning programs and learning resources.
Prerequisites - Not Applicable
How This Unit Is Organised
- Each section may include:
 A list of recommended learning resources
 Information
 Progress questions
 Practical tasks
This workbook will guide you through learning processes. During each
section, you will be required to complete the review questions.
Unit activities may require you to review various references
 Information in this workbook
 Other audio visual resources including the internet
Once you have completed an activity, it must be inspected. See your Lecturer.
If satisfactory, you may continue with the next activity.
Assessment of this unit
Throughout this unit, your practical skills will be assessed. During practical
assessments, you will be asked related questions. Near the end of this unit, you will
undergo a theory assessment.
It will be necessary that you provide further evidence by the means of an Evidence
Collection Diary. You will be required to provide evidence that you have completed
certain tasks in your workplace.
Note: Safe work practices, environment issues, emergency procedures and
diagnostic processes in relation to this unit will also be assessed.
If you are unsuccessful in any assessment, talk to your assessor about the following:
 Reassessment
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Sheffield College Diploma of Automotive Management
 Appeals
 Complaints
Assessment Criteria
You will have achieved competency when you have:
 Passed a theory assessment
 Passed a practical assessment
 Completed the relevant pages in the Evidence Collection Diary
Recognition of Prior Learning
If you believe you have already gained these skills and have this knowledge, or you
can demonstrate these skills to your assessor to the required standards and
provide supporting evidence, you can apply for Recognition of Prior Learning (RPL).
Learning Needs
If you require assistance or special equipment or modifications to assist you to
complete this unit, ask your lecturer.
Resources
 Lecturer
 Reference Books/ information
 Other audio visual including the Internet
WH & S Requirements
Personal Safety.
WH&S requirements are to be in accordance with legislation / regulations / code of
practice and enterprise safety policies and procedures. These may include protective
clothing and equipment, use of tooling and equipment, workplace environment and
safety, handling of material, use of firefighting equipment, enterprise first aid, hazard
control and hazardous materials and substances.
Personal protective equipment is to include that prescribed under legislation /
regulations / code of practice and workplace policies and practices.
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Sheffield College Diploma of Automotive Management
Examine the nature of the Issue
Introduction to Complaint Management
Well-managed complaints can benefit your business. Good business owners learn to
see complaints as an opportunity to build strong, lasting relationships with customers
and improve their customer service. Customer complaints give businesses valuable
information about how they need to improve.
The public wants: The organisation needs:
• A user friendly complaint handling
system
• to be heard and understood
• to be respected
• an explanation
• an apology
• action as soon as possible
• a user friendly system for accepting
feedback
• clear delegations & procedures for staff
to deal with complaints and provide
remedies
• a recording system to capture
complaint data
• to use complaint data to identify
problems and trends
• to improve service delivery in identified
areas
The impact a complaint has on your business is largely determined by you.
If complaints are handled poorly, customers may withdraw their business and
encourage others to do the same.
Complaints that are handled well may help you retain existing customers and could
result in new customers being referred to your business.
Effective complaint handling systems
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STEP 1 -
ENABLING COMPLAINTS
STEP 2 - RESPONDING
TO COMPLAINTS
STEP 3 - ACCOUNTABILITY
AND LEARNING

Sheffield College Diploma of Automotive Management
1. Culture
Does your workshop value complaints?
A workshop that cares about its clients and its reputation will be committed to good
complaint handling. It will have a culture that recognises the value of complaints and
requires all staff to be committed to effective complaint resolution.
1.1 The value of complaints
Effective complaint handling offers many practical benefits. Complaints deliver direct
Information from clients about faulty decisions, poor service delivery and defective
programs.
Workshops should use this information in several ways:
• To provide a suitable remedy to a complainant
A person who has been disadvantaged by poor administrative practice should be
given a remedy that will deal fully and finally with the problem.
• To maintain good relations with the public and build clients’ loyalty
Public support should be important to all Workshops—even when they are the sole
Providers of a service. Improved client support will be reflected in better interaction
Between the workshop and its clients.
• To evaluate and improve programs and services
Complaints should be used to repair weaknesses in a workshop. They can
strengthen a workshop by highlighting areas for improvement in its services and
programs to inform decision making about future service delivery
Workshops need to think ahead. They need to develop and implement new
programs in accordance with government policy and offer different services.
Complaints help a workshop sees what is needed and how to make systems work
more effectively.
Complaint information is a valuable resource for evaluating possible strengths and
Weaknesses in new programs and services.
Complaint analysis should be part of the continuous cycle of review and
improvement in a workshop.
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Sheffield College Diploma of Automotive Management
1.2 Staff commitment
Commitment at all levels in a workshop is essential to effective complaint handling
The following table sets out the nature of the commitment expected from staff and
the way that commitment should be implemented
Who Their
Commitment
How
head and
executive of
the workshop
Make complaint
handling a priority for
the workshop
• Include complaint handling
standards in the workshop’s service
charter, business plans and service
standards
• Report publicly on complaint
handling in annual reports and other
high-level corporate documents
• Receive regular internal reports
on the quality and timeliness of
complaint handling
• Use complaint information in
program review and service delivery
managers
responsible
for complaint
handling
Establish and manage
an effective,
professional complaint
handling system
• Recruit suitable staff
• Provide comprehensive training
to complaint handling staff
• Properly manage and support
complaint handling staff
• Promote strong internal networks
to enable complaint handling staff to
work with and be supported by other
staff
• Provide regular reports to other
areas of the workshop on issues
arising from complaint handling work
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