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Help retail customers resolve complaints

URN: PPL.C209
Business Sectors (Suites): Retail
Developed by: People 1st
Approved on: 2025

Overview

This standard is about helping retail customers resolve complaints and dealing with day-to-day complaints. Retail customers' complaints are usually about the quality of products or, sometimes, service. This standard is not for people who handle complaints as a major part of their job, for example, it is not for people working in customer contact centres.

This standard is for staff who help customers resolve complaints.

When you have completed this standard you will be able to demonstrate your understanding of and ability to:

  • Help retail customers resolve complaints

Performance criteria

You must be able to:

  1. identify the nature of the complaint from information obtained from customers following your workplace procedures
  2. acknowledge customers and their complaints clearly and accurately following your workplace procedures
  3. follow relevant legislation and your workplace procedures for dealing with complaints
  4. follow your workplace procedures to help customers resolve their complaints where possible
  5. follow your workplace procedures to refer complaints to the correct person if you are unable to deal with them and explain the referral procedure clearly to customers

Knowledge and Understanding

You need to know and understand:

  1. why it is important to acknowledge customers and their complaints
  2. how to manage dissatisfied customers following your workplace procedures
  3. what your level of responsibility is for sorting out complaints
  4. who to refer complaints to when they exceed your level of responsibility following your workplace procedures
  5. your workplace procedures on how to assess complaints and decide what action to take
  6. why it is important to help customers resolve complaints where possible
  7. your workplace procedures concerning returns
  8. why it is important to keep customers' loyalty and confidence
  9. how to keep customers' loyalty and confidence when dealing with complaints following your workplace procedures
  10. the relevant legislation for customers and your workplace
  11. your workplace procedures on customer service and dealing with complaints

Scope/range

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

PPL.C208 Provide information and advice to meet the requirements of retail customers

External Links

Version Number

6

Indicative Review Date

2030

Validity

Current

Status

Original

Originating Organisation

Skillsmart Retail

Original URN

SSR.C209

Relevant Occupations

Owner/Manager, Retail and Commercial Enterprise, Retailing and Wholesaling, Sales and Customer Services Occupations, Sales Assistants and Retail Cashiers, Team Leader

SOC Code

7111

Keywords

Retailing; retailers; helps; helping; assists; assisting; sorts out; sorting out; fixes; fixing; complaining; problems