Unit of competency Outline

Date retreived
22/07/2026 8:12 AM AWST

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Maintain customer relationship

Maintain customer relationship

Unit of competency
National Code
FNSPIM409
State Code
AUS55
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
16/09/2015
Field of Education
080501 - Sales
Original Release Date
16/09/2015
Nominal Hours
25
Description
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.
Notes
Elements and Performance Criteria
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
No information
No information
Replaces
State Code National Code Title Type
D4286 FNSPIM409A Maintain customer relationship Unit of competency
Replaced By
State Code National Code Title Type
ODK10 FNSPIM419 Maintain relationships with personal injury clients Unit of competency