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Unit of competency details

FNSPIM409 - Maintain customer relationship (Release 1)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Supersedes FNSPIM409A - Maintain customer relationshipUpdated to meet Standards for Training Packages. Element 4 deleted - not appropriate for sector. 24/Mar/2015
Is superseded by and equivalent to FNSPIM419 - Maintain relationships with personal injury clients 01/Feb/2021

Releases:
ReleaseRelease date
1 1 (this release) 25/Mar/2015

Companion volumes:
Unit of competency Assessment requirements

Delivery:
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Training packages that include this unit

Qualifications that include this unit

Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080501 Sales  30/Jul/2015 
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Unit of competency

Modification History

Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 1.0.

Application

This unit describes the skills and knowledge required to maintain an ongoing relationship with customers and retain the business within the personal injury management sector. It encompasses applying a range of organisational and interpersonal skills in one-to-one interactions or for supporting organisational procedures and strategies for retaining and enhancing the customer relationship.

It applies to individuals who use specialised knowledge and strong communication skills and techniques to network, build business and implement organisational strategies.

Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Refer to the FNS Implementation Guide Companion Volume or the relevant regulator for specific guidance on requirements.

Unit Sector

Personal injury management

Elements and Performance Criteria

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Maintain records of customer interaction

1.1 Collect and check customer information with existing records

1.2 Keep records of customer interaction up to date

1.3 Maintain records of customer interaction in accordance with organisational procedures and relevant legislation

2. Provide ongoing customer service

2.1 Review previous interactions with customers

2.2 Take steps to determine customer satisfaction with service provided

2.3 Resolve problems or refer to relevant personnel as required

2.4 Record areas where problems occur and provide information to management

3. Maintain regular communication with customers

3.1 Determine customer needs based on records and claim information

3.2 Establish effective regular communication with customers

3.3 Ensure level of communication is appropriate to customer requirements

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.

Skill 

Performance Criteria 

Description 

Reading

1.1, 1.3, 2.1, 2.2, 3.1
  • Interprets and analyses information from a range of sources and consolidates information relevant to requirements

Writing

1.2, 1.3, 2.2, 2.3, 2.4, 3.2
  • Develops a range of formal and informal material incorporating specific information and using a style and language appropriate to the audience and purpose

Oral Communication

2.2, 2.3, 2.4, 3.2
  • Clearly and effectively presents detailed information using language, concepts, terminology, tone and pace appropriate to the audience and purpose
  • Participates in verbal exchanges using active listening and questioning, and uses collaborative techniques to convey and clarify information and elicit feedback

Numeracy

1.1
  • Interprets, compares and accurately records numerical information to meet requirements

Navigate the world of work

1.3
  • Recognises and responds to relevant legislative requirements, policies and procedures and meets expectations associated with own role

Interact with others

2.3, 3.1-3.3
  • Implements strategies aimed at building rapport and fostering strong relationships for a diverse range of clients

Get the work done

1.1, 1.2, 2.1-2.4, 3.1-3.2
  • Plans and sequences work tasks to meet outcomes and client requirements
  • Responds to predictable routine problems seeking advice where appropriate
  • Uses the main features and functions of digital tools to complete work tasks

Unit Mapping Information

Code and title 

current version 

Code and title 

previous version 

Comments 

Equivalence status 

FNSPIM409 Maintain customer relationship

FNSPIM409A Maintain customer relationship

Updated to meet Standards for Training Packages.

Element 4 deleted - not appropriate for sector.

No equivalent unit

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=c7200cc8-0566-4f04-b76f-e89fd6f102fe

 

Assessment requirements

Modification History

Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

  • use specialist knowledge and skills, and a range of interpersonal skills, to enhance customer relationships
  • maintain records and documentation relating to customer relationships
  • consider and adapt to any special needs and diversity of customers, including cultural, language, race, religion, ethnic origin, socioeconomic status and demographic needs.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • describe a range of techniques used to develop customer relationships
  • describe key features of:
  • industry and organisation codes of practice, policy and operating procedures
  • current organisation’s services
  • databases and computer systems
  • relevant legislation.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the personal injury management field of work and include access to:

  • office equipment, technology, software and consumables
  • organisational records, policies and procedures.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=c7200cc8-0566-4f04-b76f-e89fd6f102fe

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