Unit of competency Outline

Date retreived
22/07/2026 9:26 PM AWST

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Manage customer relationships

Manage customer relationships

Unit of competency
National Code
RIICCR601D
State Code
WH091
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
2.00
Current Release Date
07/12/2014
View on TGA
State Implementation and Classification
Approved Date
30/05/2014
Field of Education
080501 - Sales
Original Release Date
30/05/2014
Nominal Hours
30
Description
This unit describes a participant’s skills and knowledge required to manage customer relationships in the Resources and Infrastructure Industries.This unit applies to those working in management roles.No licensing or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Plan to meet client requirements
  • 1.1 Access, interpret and apply customer relationship documentation and ensure the work activity is compliant
  • 1.2 Research, understand and assess the needs of clients and include them in the planning process
  • 1.3 Make provision in plans to negotiate quality, time and cost specifications with clients
  • 1.4 Maintain effective communication links and consultative processes with clients
2 Identify opportunities for product and service enhancement
  • 2.1 Identify existing/potential customer base as a guide to demand
  • 2.2 Identify service opportunities and promote them to potential clients
  • 2.3 Determine client requirements and preferences in relation to services to be supplied as a basis for the marketing strategy
  • 2.4 Implement systems to receive, respond to and address client reactions
  • 2.5 Implement marketing strategies aimed at improving the business’ competitive position
3 Explore opportunities to improve client satisfaction
  • 3.1 Deliver products and services to client satisfaction within quality, time, cost and resource parameters
  • 3.2 Maintain quality of products and services by establishing client feedback mechanisms
  • 3.3 Discuss problems and implement resolution process
  • 3.4 Investigate client complaints promptly and use to improve service
4 Monitor marketing performance
  • 4.1 Monitor performance achievements against the marketing plan
  • 4.2 Investigate causes of any serious performance deviations and take corrective action
  • 4.3 Monitor and optimise production operations
  • 4.4 Use resources effectively and efficiently to provide a quality service
  • 4.5 Plan and introduce strategies which support the establishment of long term relationships
  • 4.6 Adjust product and service delivery promptly and decisively to satisfy client and organisational requirements
  • 4.7 Manage written records, reports and recommendations
No information
No information
Replaced By
State Code National Code Title Type
OBW80 RIICCR601E Manage customer relationships Unit of competency
State Code National Code Title Type
J642 RII60413 Advanced Diploma of Drilling Management Qualification
AZD1 RII60415 Advanced Diploma of Drilling Management Qualification