Assessment Task 01

Assessment Task 01 BSBCMM301A Process customer complaints

Role Play

Submission details

Candidate’s Name

Phone No.

Assessor’s Name

Phone No.

Assessment Site

Assessment Date/s

Time/s

The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.

Submit this document with any required evidence attached. See specifications below for details.

Performance objective

Candidates must be able to respond to a customer complaint using effective written, verbal and non-verbal techniques to determine the customer’s needs and resolve the complaint.

Assessment description

Typical workplace roles that receive complaints are frontline and reception roles. Customer complaints may be in writing (letter, web form or email), by phone or in-person. In this assessment task you will be required to respond to a written customer complaint and a verbal customer complaint.

You will be given time to read over customer complaint policies and procedures and prepare for the role-play.

Procedure

1. Review the scenario below.

You are working for a bank called ‘Abacus Bank’ as a customer service officer. Your workstation is in public view and in view of all of your colleagues; tellers and the branch manager.

© 2009 Innovation & Business Industry Skills Ltd Page 1 of 8

BSBCMM301A Process Customer Complaints Assessment Task 01

2. Review the ‘business documents’ for Abacus Bank attached below including:

a. Abacus Bank Complaints Register

b. Abacus Bank Complaints Procedure

c. Abacus bank Complaints Policy.

3. When you commence the role play, you will assume the role of the customer service officer. You will be seated behind the customer service desk in full view of your manager and the tellers in the branch. Your assessor will play the role of a customer delivering:

a. a complaint in writing

b. a verbal complaint.

Specifications

You must:

Participate in the role play on the date and time specified by your assessor.

Write a return letter for the written complaint, respond verbally to the verbal complaint.

Come to the role play prepared for work, i.e.:

o dressed appropriately

o prepared with pens

o bring procedures and policies (see below).

Respond to any follow-up questions from your assessor as required.

Your assessor will be looking for:

Written complaint:

Compliance with the organisational policies and procedures.

Use of the correct title, name and address details.

Acknowledgement of the complaint and an apology for the impact on the customer.

Describing what the bank will do or has done in response to the complaint.

Thanking the customer for bringing the problem to the bank’s attention.

Using an appropriate closing paragraph which is positive.

Verbal complaint:

Greeting the customer positively, making eye contact.

Actively listening to the complaint.



Taking effective steps to calm the customer down and minimise the impact on other customers and staff if the customer becomes angry.

Apologising for the impact on the customer.

Effectively paraphrasing and summarising to determine the customer’s transactional and emotional needs.

Keeping an open stance and maintaining eye contact.

Describing what you will do now and what the further procedures will be with an estimate of time.

Thanking the customer for bringing the problem to your attention.

Demonstrating effective speaking, active listening and questioning techniques as required.

Demonstrating strategies to overcome language/communication barriers if necessary.

Abacus Bank Complaints Policy

Abacus Bank takes customer complaints seriously, welcoming them as a means of improving our performance and improving customer loyalty.

Customer complaints are to be managed under these guiding principles:

How and where to complain will be well publicised to customers, personnel and other interested parties across all Abacus Bank’s channels of communication.

Information about Abacus bank’s complaint handling process will be made readily available to anyone who wants it.

Complaints will be accepted:

a. in-person

b. on a toll-free line

c. via email

d. by telephone

e. via internet

f. Abacus Bank will make available interpreters where necessary.

Details of Abacus Bank’s complaints resolution process will be made available in easy to understand, plain English.

Receipt of a complaint will be acknowledged immediately and if this is not practical, within 24 hours.

Urgent complaints which constitute high risk will be given precedence.



Each complaint will be addressed in an equitable, objective and unbiased manner through the complaints-handling process.

Personally identifiable information concerning the complainant will be available where needed, but only for the purposes of addressing the complaint within the organisation and will be actively protected from disclosure, unless the customer or complainant expressly consents to its disclosure.

Complaints will be processed free of charge.



Abacus Bank Complaints Procedure

Abacus bank is committed to providing a fast and efficient service for its customers, and to keeping errors down to a minimum.

However, there may be occasions when we will fall below our own high standards, possibly a delay in processing a transaction or an error while processing a transaction. The Bank recognises the distress such an event can cause and has implemented a procedure designed to minimise the inconvenience to its customers.

The Bank’s policy is to ensure that all complaints are treated fairly and sympathetically. In addition, complaints will be registered and monitored by the person you first contact to ensure the customer is kept informed on a regular basis and that a final response is sent as soon as possible.

1. A member of staff will be designated to handle the complaint and the customer will be advised of this person’s name so they have a definite point of contact. Whenever possible the designated account officer will not have been involved in the transaction or situation that triggered the complaint.

2. Customers are invited to contact this person if they have any questions or queries, or if they wish to enquire about the progress of the complaint.

3. Once a complaint has been received, whether in writing or verbally, it will be entered into the bank’s complaints register. At this stage the person you contact will clarify any points that are not clear in order that the exact nature of the complaint is understood.

4. If the complaint can be resolved by the close of business the next day, a final response will be sent to the customer at that time. If early settlement of the complaint is not possible then an acknowledgement will be sent to the customer within five business days of receipt of the complaint. This communication will include the name and title of the member of staff handling the complaint.

5. A further written communication, in the form of either a final response or a holding response, will be sent to the customer within four weeks of having been received. In the event of a holding response the Bank will explain why it is not in a position to resolve the complaint and indicate when a further communication will be sent. The Bank will also give an indication of when they expect to be in a position to give a final response.

6. The Bank will send a final response or further response within eight weeks of receiving the complaint. If the communication is not a final response, the Bank must advise the customer why the complaint has not yet been resolved and state an



anticipated final response date. If further responses are required before the complaint is settled, the Bank will ensure that they are sent within reasonable time limits that are communicated to, and if necessary agreed with, the customer.

7. Should the customer be dissatisfied with the handling of a complaint at any time, they should inform the Bank by letter addressed to The Complaints Compliance Officer who will investigate the matter and ensure a response is sent within five business days.

If you are still dissatisfied, you can contact the Financial Ombudsman Service <http://www.fos.org.au>.

The Financial Ombudsman service may be contacted at:

Financial Ombudsman Service Limited ABN 67 131 124 448

GPO Box 3, Melbourne VIC 3001 (Australia)

Hours: 9am - 5pm AEST

Telephone: 1300 78 08 08; (03) 9613 7366

Fax: (03) 9613 6399





Abacus Bank Complaints Register

Abacus Bank Complaint Register

Complaint number

2009-072

Date received

9/9/09

Time received Received byMedium (phone/letter/fax/ e-mail/in-person)

Date acknowledged

10.40am Michelle O’Riordan In person 9/9/09

CUSTOMER INFORMATION

Complainant's Name

AddressCity, Prov., Postal Code

PhoneCustomer number (If applicable)

Karun Daenwong 3 Waverley CresBondi Junction

NSW 2022(02) 8263

1295390-826-111

Email [email protected]



COMPLAINT DETAILS

Date problem occurred

Since mid-July 2009

Complaint concerns which:

Business area?Product or service? Person/dept.?

Customer Details Dept

nature of complaint:

Mr Daenwong advised Abacas on COA on 6 July 2009 by Abacus Online Customer Form. He also filled out a change of address form at the Bondi Branch and submitted it on 20 July 2009. However, Abacus correspondence is still being delivered to customer’s old address.

What customer wants done:

Abacus to update Customer Details on main database

Outcome (e.g. agreement reached, partial agreement, no agreement, referred, declined, withdrawn)

MOR contacted Customer Database Section and waited on phone while they changed customer address. MOR then checked database to ensure that it had in fact been changed.

MOR wrote to customer apologising for the inconvenience and alerting customer that dur to mailing list deadlines, unfortunately there could still be one or two promotional items delivered to the old address. Customer was also informed of Continuous Improvement steps taken to ensure other customers are not similarly inconvenienced.

Date of final position letter to client Approved by/signature

9/9/09


Documents

Assessment Task 01