Reference no: EM133189550

Procedure

You are to role play with your assessor the following three customer complaint scenarios. Use the Customer complains handling procedure in Appendix 1.

To be deemed competent you will need to successfully demonstrate the following:

You must participate in all three customer complaint scenarios and solve the customer issues satisfactorily.

You are the bar manager in Sydney bar. You notice a customer at the other end of the bar who starts to become aggressive after s/he has been refused service of alcoholic beverages due to signs of intoxication and lewd behaviour.

The customer calls the service attendant a derogatory name and threatens to take the place apart. The situation looks serious.

Demonstrate how you will manage this issue. Your actions are underpinned by existing workplace policies etc. where these exist

Appendix 1

Compliment and complaint management procedure

The compliment and complaint management process can be simplified into five steps:

1. Receive
2. Record
3. Acknowledge
4. Resolve
5. Communicate resolution.

1. Receive

• Listen - openly to the concerns being raised by the complainant.
• Ask - the complainant what outcome they are seeking.
• Inform - the complainant clearly of the complaint process, the time the process takes and set realistic expectations.
• Accountable - be empathic towards the affected person and action all commitments made.
• Assess - make a prioritisation framework to identify situations which pose an immediate threat or danger, or require a specialised response.
• Refer to the Compliment and complaint form template to assist in recording key information at the time of first contact.

2. Record

• Record - all information that is relevant to the compliment or complaint, in its original and simplest form.
• Store - in a compliment or complaint management system that also allows for data analysis.
• Protect - use a system that restricts access to clients who are involved in managing the compliment or complaint.
• Refer to the Template reporting system that can be used for reporting purposes.

3. Acknowledge

• Acknowledge - receipt of the complaint early to build a relationship of trust and confidence with the person who raised the complaint.
• Anonymity - a person may request to remain anonymous in their lodgement and therefore contact may not be possible or expected.
• Desired outcomes - provide realistic expectations and refer the matter to other organisations where identified as being more suitable to handle.
• Conflict of interest - avoid this by appointing a person unrelated to the matter as an investigator.
• Timeframes and expectations - provide these to the complainant where possible.

4. Resolve

• Involve the complainant - keep them informed of the progress of the complaint and discuss any disparities identified in the information held.
• Additional information - request when required but apply a timeframe that limits when it is to be provided.
• Extensions in time - consider only where necessary and always communicate any additional time requirements to the complainant with an explanation of the need.
• Record - continue to record all decisions or actions of the complaint investigation in the compliment and complaint management system.
• Focus - when investigating, focus on the identified complaint matters only. A complaint is not an opportunity to review the whole case.

5. Communicate resolution

• Outcome - Where possible, discuss the outcome verbally with the complainant before providing written advice and allow them the opportunity to make further contact following receipt of the written advice.
• Recourse - include what further action may be available to the complainant at the conclusion of the complaint investigation. An action of recourse may be to escalate the matter further with an external agency or for a further review within the organisation.
• Further reviews - providing a minimum of one further review will enable the first investigation to be reviewed for soundness and allow additional information not available in the first complaint to be included.
• Opportunities - develop a mechanism or process by which complaint outcomes can be relayed to the appropriate area within the organisation for action to improve service delivery.
• Feedback - develop a process that allows for a review of the complainant's experience of the complaints process by encouraging and enabling feedback on how the process by which their complaint was dealt with.

Support - is available from the Department of Health and Human Services and the Department of Education and Training or other organisations in the form of training, advice and resources to support receiving and managing compliments and complaints. Refer to the Listing of organisations for additional support.