Resolve complex or escalated complaints and disputes with internal and external customers and colleagues

Successful completion of this unit requires that you can resolve complex or escalated complaints and disputes with internal and external customers and colleagues.

You will need to participate in a number of role plays to demonstrate your skills and knowledge.

What do I need to demonstrate?

During your practical assessments, you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include:

·           resolving escalated complaints or disputes with customers in relation to each of the following:

o     problem or fault with product or service

o     delays or poor timing of product or service supply

o     misunderstanding of customer request or communication barrier

·           resolving team member disputes in relation to:

o     worker mistake

o     dispute or argument among work colleagues

·           taking appropriate action in response to the following threat or conflict situations:

o     customer refusing to leave or be pacified

o     people involved in physical violence

·           using a range of conflict-resolution techniques and communication skills when seeking to resolve each of the above situations.

How will I provide evidence?

Your assessor will observe you throughout each role play. In most cases they will be participating in the role play as a customer or colleague.

They will complete a checklist to record their observations.