Required skills

welldeveloped communication skills to

determine high value customer service requirements using questioning and active listening as required

market services to customers

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

research and analysis to access interpret and manage information on organisation service to premium customers and determine appropriate reward systems and products

problem solving skills to address all premium customer service issues and tailor products and services as required

judgement skills for forming recommendations in operational situations

IT skills for accessing and using specialised contact databases customer information systems and using internet information

welldeveloped literacy skills for

reading and interpreting documentation from a variety of sources and recording gathering and consolidating information

drafting reports

learning skills to maintain knowledge of industry products and operating environment

organisational skills including coordinating activities across an organisation monitoring customer satisfaction and planning and sequencing work

Required knowledge

customer motivations needs and wants

financial products and services and their benefits and applications

organisation policies procedures and protocols

organisation systems

principles of customer relationship marketing

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

conduct customer segmentation analysis and evaluation and accurately identify customer needs

maintain and apply a thorough knowledge of organisation products and services

develop reward and recognition strategies

construct and analyse feedback and exception reports

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 financial services 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 financial services product information

access to organisation policies and practises and the technology and systems used by the organisation to provide services to customers

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

setting and reviewing business simulations or scenarios

evaluating samples of work

accessing and validating third party reports

Guidance information for assessment

The criteria for the development of premium or high value customer segments may include the following characteristics:

The service needs and wants of the premium customer segment may include:

Service strategy for premium customers may include:

A portfolio of premium customers managed by an officer may be determined by: