2,175
(latest NCVER data)Disputes over cost variations, warranties, repair times and work standards can damage customer relationships and a workshop’s reputation if they are handled poorly. AURAMA005 Manage complex customer issues in an automotive workplace focuses on examining these issues, negotiating fair outcomes and escalating when needed, and RTOs can add it to automotive sales and service programs where learners face customers directly, using AURAMA005 learning materials to structure delivery.
Learners develop skills in identifying customer issues and feelings, determining facts, interpreting workplace and manufacturer policies, explaining rights and responsibilities, negotiating resolution options, escalating unresolved complaints and documenting and reporting outcomes.
Start with our AURAMA005 RTO training materials rather than building complaint scenarios internally. Purchase RTO materials and give trainers AURAMA005 training resources that offer a structured starting point for negotiation practice.
Supplied as a coordinated set, the AURAMA005 RTO training materials provide a prepared foundation for managing complex customer issues. Purchase RTO materials to start with AURAMA005 learning materials and assessment documents ready for contextualisation.
Check the latest unit requirements on training.gov.au before delivery. Your team should contextualise and validate these AURAMA005 training materials for its learner cohort, delivery model and selected compliance environment. Use the supplied mapping as a starting point when reviewing your AURAMA005 materials against the Standards for RTOs.
AURAMA005 Manage complex customer issues in an automotive workplace covers resolving complex customer issues and complaints caused by cost variations, warranty issues, policy matters, additional repair time and disputed work standards. It applies to those working in the automotive sales and service industry.
The unit addresses five core areas:
The assessment tools are built around managing the complex issues of three different customers, covering at least two issue types and including one escalation. They are developed as compliant learning resources, but assessors should adjust scenarios to suit their cohort.
Yes. The scenarios support role-play delivery in a simulated service environment, and your team can also use real workplace cases where appropriate and permitted.
Yes. The Learner Guide introduces key consumer rights and business obligations, and trainers should refer learners to current legislation during delivery.
Yes. The editable files allow your team to include workplace complaint procedures, warranty terms and escalation pathways where contextualisation is permitted.
No. The unlimited student licence allows the purchasing organisation to use the AURAMA005 RTO training materials with all enrolled learners, subject to the applicable licence conditions.
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