Description

Learner Guide with Unit Content, Assessment Tasks, Competency Records, Benchmark Answers and Assessment Mapping for AURSAA001 Process customer complaints in an automotive workplace.

This unit describes the performance outcomes required to deal with formal and informal complaints and negative feedback from customers. It involves following established process steps to resolve issues and complaints in order to satisfy both internal and external customer complaints.

It applies to those working in the automotive sales and service industry.

FORMAT: Customisable MS Word

Qualifications that include this unit

• MSM41115 – Certificate IV in Recreational Vehicle and Accessories Retailing
• MSM31215 – Certificate III in Recreational Vehicle and Accessories Retailing
• AUR32616 – Certificate III in Automotive Tyre Management
• AUR32216 – Certificate III in Automotive Glazing Technology
• AUR31016 – Certificate III in Automotive Sales
• AUR30216 – Certificate III in Bicycle Workshop Operations
• AUR30116 – Certificate III in Automotive Administration
• AUR20316 – Certificate II in Bicycle Mechanical Technology
• AUR20116 – Certificate II in Automotive Administration