Elements and Performance Criteria
- Establish criteria for identifying key relationships
- Establish criteria for identifying client as key relationship to organisation
- Communicate criteria for key relationships to staff and agents for organisation as required
- Conduct regular reviews of organisation’s criteria for key relationships to take into account changing market conditions and client profiles
- Identify key relationships
- Establish service structures for key relationships
- Provide appropriate training to representatives who deal with key relationships
- Establish administrative and research arrangements to support key relationships
- Establish service guidelines for key relationships, including terms of trade and fees, and communicate to representatives
- Prepare organisational capability briefs for key relationships, including clear statements on standards of service, quality assurance procedures, reporting arrangements and compliance with legislative and regulatory requirements
- Establish monitoring procedures for key relationship services
- Establish procedures for representatives to report on key relationship service delivery
- Establish reporting arrangements that protect client confidentiality and comply with industry codes of practice, and legislative and regulatory requirements
- Conduct client satisfaction surveys with key relationships and communicate results to staff
- Resolve complaints efficiently and analyse process for potential service improvements
- Conduct regular reviews of key relationship service delivery against organisational standards and key performance indicators (KPIs)