BSBCMM301B ebook 23032015

eBook
Table of Contents
BSBCMM301B Process Customer Complaints
Introduction .............................................................................................. 2
1. Respond to Complaints .......................................................................... 3
1.1 Process Customer complaint Using Effective Communication ................ 3
1.2 Obtain, Document and Review Complaint Reports ............................... 6
1.3 Make Decisions Regarding Complaints ............................................... 8
1.4 Negotiate Resolutions ...................................................................... 9
1.5 Maintain Complaint/Dispute Register ............................................... 11
1.6 Inform Customer of Outcome ......................................................... 12
2. Refer Complaints ................................................................................ 13
2.1 Identify Complaints that Require Referral ......................................... 13
2.2 Make Referrals to Appropriate Personnel .......................................... 13
2.3 Forward Documents and Reports .................................................... 14
2.4 Follow-up to Gain Decisions ............................................................ 14
3. Use Judgement to Resolve Issues ......................................................... 16
3.1 Identify Implications of Issues ........................................................ 16
3.2 Analyse, Explain and Negotiate Options ........................................... 18
3.3 Propose Viable Options .................................................................. 19
3.4 Lack of Negotiation ....................................................................... 20
1 v1.0 23 March 2015