Unit of competency Outline

Date retreived
22/07/2026 7:44 AM AWST

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Manage premium customer relationships

Manage premium customer relationships

Unit of competency
National Code
FNSCUS504
State Code
AUQ95
TGA Status
Current
DTWD Status
Approved
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
60
Description
This unit describes the skills and knowledge required to build and maintain relationships with premium or high value customers including the tailoring of services to meet their specific needs.It applies to individuals in senior roles who use a range of management and other specialist techniques to manage and provide high level service in the financial services industry.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Contribute to identification of customer segments
  • 1.1 Analyse and evaluate criteria for identification of customers in specialist premium customer segments
  • 1.2 Access and update databases to ensure availability of consistent and accurate information to support quality customer relationship management
  • 1.3 Identify attributes, service needs and wants of premium customer segments as a basis for tailoring communications and services
  • 1.4 Contribute to development of a service strategy for premium customer segments
2. Manage customer relationships with premium or high value individuals
  • 2.1 Administer portfolio of premium customers using business rules and processes of financial services organisation
  • 2.2 Identify and analyse characteristics, benefits and costs of range of products and services relevant to premium customer segments and deliver service to the standard specified for customer segments
  • 2.3 Develop and deliver reward and recognition strategies to premium customer segments to build customer loyalty
3. Provide high level and tailored service
  • 3.1 Establish regular contact with customers in portfolio to determine their ongoing needs and service expectations
  • 3.2 Analyse current usage patterns and identify and document effective service and product options
  • 3.3 Identify, model and sell optimum product and service solutions to meet customer needs
  • 3.4 Coordinate service delivery to premium customers by other departments or groups across the organisation
  • 3.5 Research and address concerns or complaints about service or products on behalf of customers, including coordination of responses across all departments and groups
4. Evaluate and report outcomes
  • 4.1 Produce reports against targets using standards, protocols and procedures, and analyse and rectify problems with exception or feedback reports
  • 4.2 Review product and service offering targeted to premium customer segments and recommend solutions for improvement to management
  • 4.3 Maintain customer database on a regular basis to improve management of premium customer segments
No information
No information
Replaces
State Code National Code Title Type
D4098 FNSCUS504A Manage premium customer relationships Unit of competency