Unit of competency Outline

Date retreived
22/07/2026 1:14 PM AWST

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Maintain customer relationship

Maintain customer relationship

Unit of competency
National Code
FNSPIM409A
State Code
D4286
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
24/11/2010
View on TGA
State Implementation and Classification
Approved Date
29/07/2014
Field of Education
080501 - Sales
Original Release Date
29/07/2014
Nominal Hours
20
Description
This unit describes the performance outcomes, 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 organisation and interpersonal skills in one to one interactions or for supporting organisation procedures and strategies for retaining and enhancing the customer relationship.This unit may apply to job roles subject to licensing, legislative, regulatory or certification requirements so Commonwealth, State or Territory requirements should be confirmed with the relevant body.
Notes
Elements and Performance Criteria
1. Maintain records of customer interaction
  • 1.1. Customer information is collected and checked with existing records
  • 1.2. Records of customer interaction are kept up to date
  • 1.3. Records of customer interaction maintained in accordance with organisation procedures and relevant legislation
2. Provide ongoing customer service
  • 2.1. Previous interactions with customers are reviewed
  • 2.2. Steps are taken to determine customer satisfaction with the product and/or service provided
  • 2.3. Any problems are resolved or referred to relevant personnel
  • 2.4. Areas where problems occur are recorded and information provided to management
3. Maintain regular communication with customers
  • 3.1. Communication is based on information about customer needs
  • 3.2. Effective regular communication is established with customers
  • 3.3. Level of communication is appropriate to customer's requirements
4. Offer additional benefits to customers
  • 4.1. Additional benefits are offered to customers based on analysis of customer records
  • 4.2. Opportunities for relationship marketing, cross-product or service marketing, or additional product or service marketing opportunities are identified and acted upon or advised to relevant persons
  • 4.3. Responses to customer requests are designed to maximise customer satisfaction
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Organisation procedures and relevant legislation may include:
anti-discrimination legislation
Consumer Credit Code
customer charter
industry codes of practice
Privacy Act.
Steps taken to determine customer satisfaction may include:
customer mail questionnaire
follow-up phone calls
phone questionnaire or survey.
EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
retain and enhance customer relationships through a range of organisation and interpersonal techniques, knowledge and skill
consider and adapt to any special needs of customers, including cultural, language, race, religion, ethnic origin, socioeconomic status and demographic needs.

Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to organisation records
access to organisation policies and procedures.

Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency
observing processes and procedures in workplaces
verbal or written questioning on underpinning knowledge and skills
evaluating samples of work
accessing and validating third party reports
setting and reviewing workplace projects and business simulations or scenarios.

Guidance information for assessment
Replaces
State Code National Code Title Type
C9731 FNSICCUS402B Maintain customer relationship Unit of competency
Replaced By
State Code National Code Title Type
AUS55 FNSPIM409 Maintain customer relationship Unit of competency