NZQA Expiring unit standard
14464 version 4
Page 1 of 3
Title
Deal with customer complaints in the hospitality industry
Level
3
Credits
4
Purpose
People credited with this unit standard are able to deal with
customer complaints in the hospitality industry.
Classification
Hospitality > Hospitality - Generic
Available grade
Achieved
Explanatory notes
1
Definitions
Establishment requirements – any policy, procedure, or agreed requirement, either
written or oral, that is made known to the candidate prior to assessment against this
unit standard.
Customers – refer to both internal and external customers within the hospitality
industry.
Complaints – refer to feedback on service, dissatisfaction with a product or service.
2
Candidates undertaking assessment against this unit standard are expected to
comply with the – Health and Safety in Employment Act 1992, Privacy Act 1993, Fair
Trading Act 1986.
3
For the purpose of this unit standard, evidence will be required that customers are
greeted and treated in all interactions in a polite, friendly, and helpful manner.
4
People may be assessed against this unit standard in simulated contexts which
relate as closely as possible to a situation relevant to the person being assessed, or
in a real-life context using naturally occurring evidence. In all contexts care must be
taken to respect and protect people’s privacy and emotional well-being.
5
Evidence needs to be supplied for three different situations for each range item.
Outcomes and evidence requirements
Outcome 1
Deal with customer complaints in the hospitality industry.
Range
within personal authority, outside personal authority.
Evidence requirements
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
14464 version 4
Page 2 of 3
1.1
Dissatisfied customer is acknowledged and attended to without delay in
accordance with establishment requirements.
1.2
Nature of complaint is identified, and its legitimacy is verified, in a manner that
retains customer respect in accordance with establishment requirements.
1.3
Assurance is provided that complaint will receive attention in a timely manner in
accordance with establishment requirements.
1.4
Complaints are actioned in accordance with establishment and legislative
requirements.
1.5
Information concerning customer complaint is recorded, if required, in
accordance with establishment and legislative requirements.
1.6
Customer satisfaction is confirmed on resolution of complaint in accordance
with establishment requirements.
Replacement information
This unit standard has been replaced by unit standard
27928.
This unit standard is expiring. Assessment against the standard must take place by
the last date for assessment set out below.
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
26 March 1998
31 December 2016
Review
2
22 October 2004
31 December 2016
Review
3
20 November 2009
31 December 2016
Review
4
12 December 2013
31 December 2016
Consent and Moderation Requirements (CMR) reference
0112
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
before they can report credits from assessment against unit standards or deliver courses
of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
14464 version 4
Page 3 of 3
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
CMR also includes useful information about special requirements for organisations wishing
to develop education and training programmes, such as minimum qualifications for tutors
and assessors, and special resource requirements.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016