Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
FNSPIM409A Mapping and Delivery Guide
Maintain customer relationship
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | FNSPIM409A - Maintain customer relationship |
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Description | This unit describes the performance outcomes, 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 organisation and interpersonal skills in one to one interactions or for supporting organisation procedures and strategies for retaining and enhancing the customer relationship.This unit may apply to job roles subject to licensing, legislative, regulatory or certification requirements so Commonwealth, State or Territory requirements should be confirmed with the relevant body. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit applies to job roles in the personal injury management sector and may also be applied to other sectors of the financial services industry where maintaining databases of customer information and are not restricted by the Privacy Act. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | |||
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: Maintain records of customer interaction |
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Element: Provide ongoing customer service |
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Element: Maintain regular communication with customers |
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Element: Offer additional benefits to customers |
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