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Evidence Guide: FNSCUS504 - Manage premium customer relationships

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

FNSCUS504 - Manage premium customer relationships

What evidence can you provide to prove your understanding of each of the following citeria?

Contribute to identification of customer segments

  1. Analyse and evaluate criteria for identification of customers in specialist premium customer segments
  2. Access and update databases to ensure availability of consistent and accurate information to support quality customer relationship management
  3. Identify attributes, service needs and wants of premium customer segments as a basis for tailoring communications and services
  4. Contribute to development of a service strategy for premium customer segments
Analyse and evaluate criteria for identification of customers in specialist premium customer segments

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access and update databases to ensure availability of consistent and accurate information to support quality customer relationship management

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify attributes, service needs and wants of premium customer segments as a basis for tailoring communications and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to development of a service strategy for premium customer segments

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage customer relationships with premium or high value individuals

  1. Administer portfolio of premium customers using business rules and processes of financial services organisation
  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
  3. Develop and deliver reward and recognition strategies to premium customer segments to build customer loyalty
Administer portfolio of premium customers using business rules and processes of financial services organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and deliver reward and recognition strategies to premium customer segments to build customer loyalty

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide high level and tailored service

  1. Establish regular contact with customers in portfolio to determine their ongoing needs and service expectations
  2. Analyse current usage patterns and identify and document effective service and product options
  3. Identify, model and sell optimum product and service solutions to meet customer needs
  4. Coordinate service delivery to premium customers by other departments or groups across the organisation
  5. Research and address concerns or complaints about service or products on behalf of customers, including coordination of responses across all departments and groups
Establish regular contact with customers in portfolio to determine their ongoing needs and service expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse current usage patterns and identify and document effective service and product options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, model and sell optimum product and service solutions to meet customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Coordinate service delivery to premium customers by other departments or groups across the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research and address concerns or complaints about service or products on behalf of customers, including coordination of responses across all departments and groups

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate and report outcomes

  1. Produce reports against targets using standards, protocols and procedures, and analyse and rectify problems with exception or feedback reports
  2. Review product and service offering targeted to premium customer segments and recommend solutions for improvement to management
  3. Maintain customer database on a regular basis to improve management of premium customer segments
Produce reports against targets using standards, protocols and procedures, and analyse and rectify problems with exception or feedback reports

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review product and service offering targeted to premium customer segments and recommend solutions for improvement to management

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain customer database on a regular basis to improve management of premium customer segments

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

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

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

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

Evidence of the ability to:

review data to conduct customer segmentation analysis and evaluation, and accurately identify customer needs

develop service strategies, including reward and recognition approaches, to build customer relationships

provide targeted product/service options for premium customers

construct and analyse feedback and exception reports

maintain and apply a thorough knowledge of organisational products and services.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

explain how customer motivations, needs and wants are tailored in premium relationships

outline organisational criteria used to determine high value/premium customers

compare and contrast financial products and services of the organisation and their benefits and applications to premium customer relationships

describe key requirements of organisational policy, procedures and protocols relevant to building premium customer relationships

outline the features of organisational systems for collecting and analysing data

describe principles of customer relationship marketing.