AURAMA005 Manage Complex Customer Issues In An Automotive Workplace

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Student Book

Direct Observation

AURAMA005 Manage complex customer issues in an automotive workplace

Assessment 2 – Direct Observation
Student Name		Student ID Number
Unit Start Date		Unit End Date
Assessment Due Date		Date Submitted
This cover sheet is to be completed by the student and assessor and used as a record to determine student competency in this assessment task
The assessment process and tasks were fully explained.								Yes / No
I am aware of which evidence will be collected and how.								Yes/ No
I am aware of my right to appeal an assessment decision.								Yes / No
I am aware that I can locate the AIBT’s Complaints and Appeals Policy and Procedure on their website at https://aibtglobal.edu.au/								Yes / No
I have discussed any additional educational support or reasonable adjustments I require in order to undertake this assessment with the Student Support Services Officer and Trainer / Assessor, (if applicable). e.g. Student Handbook and Access and Equity Policyhttps://aibtglobal.edu.au/								Yes / No
I have access to all required resources?								Yes / No
Cheating & Plagiarism Declaration
Student Declaration: In accordance with the AIBT’s Academic Misconduct Policy, I hereby acknowledge by signing this declaration that I have not cheated or plagiarised any work regarding the assessment tasks undertaken in this unit of competency except where the work has been correctly acknowledged. NOTE: Student must sign this prior to submitting their assessments to the assessor
Signature						Date:	______ / ______ / 20______
Assessment Results	Satisfactory			or	Not Yet Satisfactory
	(Please circle the assessment result for this task)
Feedback to Student – Please provide general feedback on the Student’s performance


Student Declaration: – I verify that the work completed is my own and that I was adequately informed of the assessment process prior to commencing this assessment task.			Assessor Declaration: – I verify that I have adequately explained and negotiated the assessment tasks with the student prior to commencing assessment.
Student Signature			Assessor Signature
Date			Date

Context and Conditions of Assessment

This assessment will ensure that the elements, performance criteria, performance evidence and knowledge evidence required and conditions are adhered to demonstrate competency in this unit assessment task.

Read the assessment carefully before commencing.
This is an open book assessment and will be conducted at your designated campus / workshop / specialized lab.
Your Assessor will use the assessment criteria in this document and will provide feedback / comment.
You must answer all the questions in the assessment tasks in your own words and own handwriting.
Your Trainer / Assessor will inform you of the due date for this assessment task.
Your Assessor will grade as either S – Satisfactory or NS – Not Satisfactory for the assessment. In all cases your Assessor will provide you with feedback.

· Only when all assessment tasks have been graded as S – Satisfactory you will be deemed C – Competent in the final result of the unit of competency; if you do not satisfactorily complete all the assessment tasks you will be deemed NYC – Not Yet Competent.

Re-Assessment Conditions

If the evidence is graded as NS – Not Satisfactory you will be required to re-submit the evidence. In this case, you will be provided with clear and constructive feedback based on the assessment decision so that they can improve your skills / knowledge prior to reassessment.
Where a ‘NS – Not Satisfactory’ judgement is made, you will be given guidance on steps to take to improve your performance and provided the opportunity to resubmit evidence to demonstrate competence. The assessor will determine and discuss the reasons for NS – Not satisfactory on any of the criteria and will assess you through a different method of assessment e.g. verbal/oral questioning, problem solving exercises.
You will be notified between 10-30 working days of undertaking an assessment of their result in achieving competency

o If a student does not complete the assessment, they should notify their trainer as to why they did not complete the assessment and if due to illness, a medical certificate must be produced.

o In the above scenario, student will be given an opportunity for reassessment within 5 working days with no reassessment fee charged.

o Students who are deemed to be Not Yet Competent (NYC) will be provided with information identifying the areas in which they failed to achieve competency. Students will then have the opportunity to repeat the assessment task within 5 working days of notification with no reassessment fee charged.

o If a student is deemed NYC in the reassessment or if the student did not approach the AIBT’s within five working days with a valid reason for not availing themselves of the reassessment opportunity, then those students will be given a final chance to re-sit the assessment and will be charged a reassessment fee as per AIBT rule.

o After this no further reassessment attempt will be provided to the student and the student will be required to repeat the whole unit with full fee for the unit. The student will be made aware of the impact of repeating the unit may have on their student visa.

o If a student is found to be cheating or plagiarizing their assessment, a reassessment fee will be charged for reassessing the assessment within 5 working days.

o If the student is found to be plagiarizing or cheating again after conclusion of the Intervention meeting with the Course Co-Ordinator, the matter will be referred to the Academic Management Committee which may result in the suspension or cancellation of their enrolment

o AIBT’s has intervention strategies, including student support services available to enable students to complete qualification in the expected time frame. Students at risk of not completing within this time frame are identified as early as possible and an intervention strategy is put in place.

The RTO will ensure access to:

· Automotive repair workplace or simulated workplace

· Workplace procedures relating to customer service and workplace legal obligations

· Three different customers with the complex issues specified in the performance evidence

· Workplace and manufacturer or supplier product or service information.

Evidence to be submitted by the student: –

· Participation in demonstration of skills as required in the assessment task.

· Completion of Activity Tasks for the Job Cards 1 to 3.

Assessment Decision Making Rules

Your assessor will assess the evidence submitted for the following elements, performance criteria, performance evidence and knowledge evidence to confirm that the student evidence submitted demonstrates validity, sufficiency, authenticity and confirms current skills and knowledge relevant to the unit of competency.

Your assessor will be looking for the following in this assessment task: –

· Manage the complex issues of three (3) different customers in an automotive service and repair environment, including issues involving two of the following:

o Cost variations

o Warranty issues

o Policy matters

o Additional repair time

o Disputed work standards

· One of the above must involve escalating the issue to appropriate person.

Assessment 2 – Direct Observation

Practical Demonstration of Tasks

Task 1: Manage complex customer issues in an automotive workplace

Upon completion of this task, you should be able to demonstrate how to manage complex issues of three (3) different customers in an automotive service and repair environment.

Student instructions:

You MUST manage complex issues of three (3) different customers in an automotive service and repair environment, including issues involving two of the following:

Cost variations
Warranty issues
Policy matters
Additional repair time
Disputed work standards

One (1) of the above must involve escalating the issue to appropriate person.

Select one of the complex customers issues above. The complex customers issues MUST be different for Job Card 1, 2, and 3

Tools and Materials

Three (3) different customers
Workplace and Australian Consumer Law (ACL) policies and procedures
Office equipment, including calculators, computer, internet and software

Protective Clothing:

PPE
Safety goggles or glasses with side shields
Steel-toed shoes
Vehicle protection

Trainer / Assessor Notes:

The Student MUST manage complex issues of three (3) different customers in an automotive service and repair environment, including issues involving two of the following:

Cost variations
Warranty issues
Policy matters
Additional repair time
Disputed work standards

One (1) of the above must involve escalating the issue to appropriate person.

The student MUST select one of the complex customers issues above. The complex customers issues MUST be different for Job Card 1, 2, and 3

Assessors MUST verify performance evidence through questioning on skills and knowledge to ensure correct interpretation and application.
Observe the student performing each step in the practical observation checklist

WARNING!

The Assessment will be STOPPED IMMEDIATELY if you are attempting to carry out any step in an unsafe or dangerous way.

Job Card1: Manage complex customer issues in an automotive workplace

Job Details:

Upon completion of this task, you should be able to demonstrate how to manage complex issues of a customer in an automotive service and repair environment.

Tool and Materials:

A customer with a complex issue
Workplace and Australian Consumer Law (ACL) policies and procedures
Office equipment, including calculators, computer, internet and software

Protective Clothing:

PPE
Safety goggles or glasses with side shields
Steel-toed shoes
Vehicle protection

WARNING!

The Assessment will be STOPPED IMMEDIATELY if you are attempting to carry out any step in an unsafe or dangerous way.

Procedure:

1. Greet the Customer (if there is a worksite procedure on greeting customers, this should be followed). Welcome all customers with “Good morning/afternoon” and with a genuine smile and a spontaneous approach. Call customers by their name wherever possible. Always use eye contact, good body language and use facial expressions. (The customer can be your trainer/assessor or another student)

2. Make the Customer welcome. In a friendly professional manner, always let the customer know you are there to help.

3. Clarify the needs of the customer through questioning and active listening and accurately assess their issue at your worksite. If you do not understand what is wanted, it is important to ask questions until you are sure.

4. Answer the questions between the Job Card

5. Discuss the options with your workplace supervisor/assessor to resolve the customer issue.

6. Record the customer issue, outcome and customer feedback.

Job Card 1

Customer Details

Customer:

Mr. James

Contact Details:

047845125

Address:

City:

State:

City:

Shanghai

Vehicle Details(Must fill in the vehicle details) If simulated vehicle used please tick ¨

Make:

Toyota

Model:

20218

Color:

Red

License No:

124589663245

VIN No:

Odometer Reading:

Engine No:

546444561465

Engine Type:

Trans Type:

Customer Concern

Manage complex customers issues in an automotive service and repair environment, issues involving any of the following:

· Cost variations

· Warranty issues

· Policy matters

· Additional repair time

· Disputed work standards

One (1) of the above must involve escalating the issue to appropriate person.

Select one of the complex customers issues above. The complex customers issues MUST be different in Job Card 2 and 3.

Declaration by The Customer

Please execute at my cost and as soon as you conveniently can repair the listed items above, and also any work considered essential. The vehicle, its accessories and contents are at my risk entirely whether theft or loss thereof or damaged thereto arises from any want of care on the part of yourself or your contractors or servants or from any cause whatsoever. Any claims for faulty workmanship is to be raised within seven (7) working days after the vehicle is returned to me. I agree such claim is limited solely to the rectification free of cost of the faulty work. No claim for loss consequential or otherwise being admissible.

XJ Smith/ / 20

Signature of Owner Date (Fill in the date)

1. Participate effectively in verbal exchanges using collaborative techniques, including active listening and questioning, and gather, clarify and confirm customer issues or complaints and note them below.

· Cost issues?

· Warranty issues?

· Policy matters?

· Commercial decisions taken?

· Code of practice adherence?

· Work standards?

· Time taken, or time expected to repair?

2. Note down below, the Workplace Policies and Procedure you should follow that will assist in assisting with the customers issue?

· Customers issue resolution process and procedures

· Industry and workplace codes of practice

· Product manufacturer and component supplier specifications

· Industry and workplace codes of practice

3. Note and summarize key points of information to negotiate effectively to resolve the issue and note them below.

• The workplace caused my problem?

• The workplace charged me too much?

• The workplace took too long to repair my vehicle?

• My vehicle still has the same problem?

4. Access, retrieve and review the service history of the customers vehicle and note what work has been carried out below. Is the previous work carried out the main customer issue?

5. What are the options to resolve the customer complex issue?

6. Can the customer’s complex issue be resolved by reducing the cost of the invoice? If so, calculate the cost reduction below.

7. Present the options and/or alternatives to the customer to negotiate or resolve the customer issues. Note them below.

8. If the customer did not agree to the options, dose the customers issue need to be escalated to your manager

9. What was the outcome customer’s complex issue? Document the outcome?

Fault:				Record of Conversation with Customer:
				Date:
				Time:
				Service Advisor:
				Conversation:

Cause:







Rectification:				Parts Used







Recommendations:				Sublet Repairs			Order No






Fluids	QTY	Tyre Report			Tech #	Job #	Time	Clock Record
Gear Oil		L/H/F	R/H/F				ON
Auto Oil		mm	mm				OFF
Engine Oil		L/H/R	R/H/R				ON
Diff Oil		mm	mm				OFF
Coolant		Brake Report					ON
P/S Oil		L/H/F	R/H/F				OFF
Brake Fluid		mm	mm				ON
Other		L/H/R	R/H/R				OFF
		mm	mm				ON
							OFF

Job Card 1: AURAMA005 Manage complex customer issues in an automotive workplace
Student’s Name(Must fill in)	Student’s Signature(Must fill in)	Date of Assessment(Must fill in)

Location of Assessment(Must fill in)

End of Practical Task

Job Card2: Manage complex customer issues in an automotive workplace

Job Details:

Upon completion of this task, you should be able to demonstrate how to manage complex issues of a customer in an automotive service and repair environment.

Tool and Materials:

A customer with a complex issue
Workplace and Australian Consumer Law (ACL) policies and procedures
Office equipment, including calculators, computer, internet and software

Protective Clothing:

PPE
Safety goggles or glasses with side shields
Steel-toed shoes
Vehicle protection

WARNING!

The Assessment will be STOPPED IMMEDIATELY if you are attempting to carry out any step in an unsafe or dangerous way.

Procedure:

2. Make the Customer welcome. In a friendly professional manner, always let the customer know you are there to help.

4. Answer the questions between the Job Card

5. Discuss the options with your workplace supervisor/assessor to resolve the customer issue.

6. Record the customer issue, outcome and customer feedback.

Job Card 2

Customer Details

Customer:

Contact Details:

Address:

City:

State:

City:

Vehicle Details(Mus tfill in the vehicle details) If simulated vehicle used please tick ¨

Make:

Model:

Color:

License No:

VIN No:

Odometer Reading:

Engine No:

Engine Type:

Trans Type:

Customer Concern

Manage complex customers issues in an automotive service and repair environment, issues involving any of the following:

· Cost variations

· Warranty issues

· Policy matters

· Additional repair time

· Disputed work standards

One (1) of the above must involve escalating the issue to appropriate person

Select one of the complex customers issues above. The complex customers issues MUST be different in Job Card 1 and 3.