Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
FNSICCUS301B Mapping and Delivery Guide
Respond to customer enquiries
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | FNSICCUS301B - Respond to customer enquiries |
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Description | This unit covers the skills and knowledge to respond to customer enquiries about financial products or servicesThis unit covers the skills and knowledge to respond to customer enquiries about financial products or services | ||
Employability Skills | The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary for the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements.The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary for the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements. | ||
Learning Outcomes and Application | This unit requires the application of communication skills to responding appropriately to enquiries about financial products or services. The enquiries may be face to face or be made by phone, by email or by letter or other means. The response should satisfy the customers needs and aim to provide a basis for an ongoing relationship. It may be applied in any sector of the financial services industry.This unit requires the application of communication skills to responding appropriately to enquiries about financial products or services. The enquiries may be face to face or be made by phone, by email or by letter or other means. The response should satisfy the customers needs and aim to provide a basis for an ongoing relationship. It may be applied in any sector of the financial services industry. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Not applicable. | ||
Competency Field |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Obtain details of customer and nature of enquiry |
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Element: Research the information relevant to the enquiry |
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Element: Determine a suitable response to the enquiry |
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Element: Communicate information to the customer |
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Element: Update relevant records |
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