Unit of competency

Modification History

Application

This unit describes the skills and knowledge required to manage customer relationships in the resources and infrastructure industries.

It applies to those who work in management roles. They are generally responsible for the outcomes of others and contribute to the development of solutions to non-routine problems.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Elements and Performance Criteria

Foundation Skills

This section describes those language, literacy, numeracy and employment skills that are essential to performance but not explicit in the performance criteria.

Unit Mapping Information

Supersedes and is equivalent to RIICCR601D Manage customer relationships.

Links

Companion Volume implementation guides is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=88a61002-9a21-4386-aaf8-69c76e675272

Assessment requirements

Modification History

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

• manage customer relationships on at least two occasions, including:

• planning activity and processes for managing customer relationships, including:

• sales
• advertising
• promotion
• logistics

• applying key marketing concepts and methods to establish strategies that support the establishment of long term relationships
• carrying out continuous improvement processes for product and services
• identifying and managing contractual rights and responsibilities
• consulting with customers to confirm products and services meet client needs
• monitoring client satisfaction
• exploring opportunities to improve client satisfaction
• using problem solving, negotiation and conflict resolution techniques to manage and maintain customer requirements
• monitoring marketing performance
• researching and applying techniques for the collection of data and record keeping
• analysing problems with products and services, considering options and implementing the best option to solve problems.

During the above, the candidate must:

• locate and apply relevant documentation, policies and procedures and confirm that the work activity is compliant
• implement the requirements, procedures and techniques for managing customer relationships
• work effectively with others to manage customer relationships in a way that meets all required outcomes
• communicate clearly and concisely with others to receive and clarify work instructions.

Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

• key policies, procedures and documentation required to manage customer relationships, including:

• reports and record keeping systems
• various communication systems, processes and procedures
• legal rights and responsibilities
• contractual rights and responsibilities

• principles and techniques for managing client satisfaction, including:

• key marketing concepts and methods
• various methods of monitoring client satisfaction

• techniques for using numerical concepts, including:

• percentages
• place value for whole numbers and decimals
• estimation
• quantities
• resources
• time

• principles and techniques for identifying relevant hazards and emergencies
• techniques for coordinating and communicating job activities with others.

Assessment Conditions

Mandatory conditions for assessment of this unit are stipulated below. The assessment must:

• include access to:

• personal protective equipment
• equipment related to manage customer relationships
• relevant documentation

• be conducted in a safe environment; and,
• be assessed in the context of this sector's work environment; and,
• be assessed in compliance with relevant legislation/regulation and using policies, procedures and processes directly related to the industry sector for which it is being assessed; and,
• confirm consistent performance can be applied in a range of relevant workplace circumstances.

Where personal safety or environmental damage are limiting factors, assessment may occur in a simulated work environment* provided it is realistic and sufficiently rigorous to cover all aspects of this sector’s workplace performance, including environment, task skills, task management skills, contingency management skills and job role environment skills.

Assessor requirements

Assessors must be able to clearly demonstrate current and relevant industry knowledge and experience to satisfy the mandatory regulatory standards as set out in the Standards for Registered Training Organisations (RTOs) 2015/Australian Quality Training Framework mandatory requirements for assessors current at the time of assessment and any relevant licensing and certification requirements. This includes:

• vocational competencies at least to the level being delivered and assessed
• current industry skills directly relevant to the training and assessment being provided
• current knowledge and skills in vocational training and learning that informs their training and assessment
• formal relevant qualifications in training and assessment
• having knowledge of and/or experience using the latest techniques and processes
• possessing the required level of RII training product knowledge
• having an understanding and knowledge of legislation and regulations relevant to the industry and to employment and workplaces
• demonstrating the performance evidence, and knowledge evidence outlined in this unit of competency, and
• the minimum years of current** work experience after competency has been obtained as specified below in an industry sector relevant to the outcomes of the unit.

It is also acceptable for the appropriately qualified assessor to work with an industry expert to conduct assessment together and for the industry expert to be involved in the assessment judgement. The industry expert must have current industry skills directly relevant to the training and assessment being provided. This means the industry subject matter expert must demonstrate skills and knowledge from the minimum years of current work experience after competency has been obtained as specified below, including time spent in roles related to the unit being assessed:

*Guidance on simulated environments has been stipulated in the Companion Volume Implementation Guide located on VETNet.

**Assessors can demonstrate current work experience through employment within industry in a role relevant to the outcomes of the unit; or, for external assessors this can be demonstrated through exposure to industry by conducting a minimum number of site assessments as determined by the relevant industry sector, across various locations.

*** While a unit of competency does not have an AQF level, where a unit is being delivered outside of a qualification the first numeric character in the unit code should be considered as the AQF indicator level for assessment purposes.

Links

Companion Volume implementation guides is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=88a61002-9a21-4386-aaf8-69c76e675272