Assessment Task 01 BSBCMM301A Process customer complaints

Role Play
Submission details

Candidate’s Phone
Name No.
Assessor’s Phone
Name No.
Assessment
Site
Assessment
Time/s
Date/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.

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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.

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Assessment Task 01 BSBCMM301A Process customer complaints

 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.

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• 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.

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Assessment Task 01 BSBCMM301A Process customer complaints

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

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BSBCMM301A Process Customer Complaints Assessment Task 01

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

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Assessment Task 01 BSBCMM301A Process customer complaints

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BSBCMM301A Process Customer Complaints Assessment Task 01

Abacus Bank Complaints Register

Abacus Bank Complaint Register

Complaint number 2009-072 Date received 9/9/09

Medium
Date
Time received Received by (phone/letter/fax/
acknowledged
e-mail/in-person)

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

CUSTOMER INFORMATION

Customer
Complainant's City, Prov.,
Address Phone number (If
Name Postal Code
applicable)

Bondi Junction (02) 8263

Karun Daenwong 3 Waverley Cres 390-826-111
NSW 2022 1295

Email address
karuncutey@hotmail.com

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COMPLAINT DETAILS

Date problem
Since mid-July 2009
occurred

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

Complaint concerns
which:
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


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