This Learner Guide explains how to take action to avoid escalation of customer complaints by following organisational procedure. It outlines how to offer replacement products and how to process refunds and exchanges. Next, it explains how to deal with difficult customers, which involves identifying threats to personal safety. Finally, the material explains how to offer suggestions that could lead to improved customer experiences.

Resources available

Learner Guide
• Mapped to Units of Competency
• Workplace Examples
• Practice Tasks
• Topic Summaries
• Learning Checkpoints

Assessment Support Pack
For the student:
• Practice Assessment Workbook
• Final Assessment Workbook
• Supporting documents
For the assessor:
• Introduction Manual
• Practice Assessments and Marking Guide
• Final Assessment and Marking Guide
• Talk with Others discussion topics
• Observation*
• Third Party Report*
• Competency Mapping
• PowerPoint Slides
• Delivery Plans

PowerPoint Slides are also available separately per unit of competency. Contact your Account Manager for more information.

*where the Unit of Competency requires an Observation be undertaken

Learner guides

• Product Code: BBXCEG002
• ISBN: 978-1-922466-56-3

Support resources

• Product Code: BBXCEG002SP
• ISBN: 978-1-922466-58-7