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Evidence Guide: RIICCR601D - Manage 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

 

RIICCR601D - Manage customer relationships

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

Plan to meet client requirements

  1. Access, interpret and apply customer relationship documentation and ensure the work activity is compliant
  2. Research, understand and assess the needs of clients and include them in the planning process
  3. Make provision in plans to negotiate quality, time and cost specifications with clients
  4. Maintain effective communication links and consultative processes with clients
Access, interpret and apply customer relationship documentation and ensure the work activity is compliant

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Research, understand and assess the needs of clients and include them in the planning process

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Make provision in plans to negotiate quality, time and cost specifications with clients

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Maintain effective communication links and consultative processes with clients

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify opportunities for product and service enhancement

  1. Identify existing/potential customer base as a guide to demand
  2. Identify service opportunities and promote them to potential clients
  3. Determine client requirements and preferences in relation to services to be supplied as a basis for the marketing strategy
  4. Implement systems to receive, respond to and address client reactions
  5. Implement marketing strategies aimed at improving the business’ competitive position
Identify existing/potential customer base as a guide to demand

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify service opportunities and promote them to potential clients

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Determine client requirements and preferences in relation to services to be supplied as a basis for the marketing strategy

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Implement systems to receive, respond to and address client reactions

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Implement marketing strategies aimed at improving the business’ competitive position

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Explore opportunities to improve client satisfaction

  1. Deliver products and services to client satisfaction within quality, time, cost and resource parameters
  2. Maintain quality of products and services by establishing client feedback mechanisms
  3. Discuss problems and implement resolution process
  4. Investigate client complaints promptly and use to improve service
Deliver products and services to client satisfaction within quality, time, cost and resource parameters

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Maintain quality of products and services by establishing client feedback mechanisms

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Discuss problems and implement resolution process

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Investigate client complaints promptly and use to improve service

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Monitor marketing performance

  1. Monitor performance achievements against the marketing plan
  2. Investigate causes of any serious performance deviations and take corrective action
  3. Monitor and optimise production operations
  4. Use resources effectively and efficiently to provide a quality service
  5. Plan and introduce strategies which support the establishment of long term relationships
  6. Adjust product and service delivery promptly and decisively to satisfy client and organisational requirements
  7. Manage written records, reports and recommendations
Monitor performance achievements against the marketing plan

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Investigate causes of any serious performance deviations and take corrective action

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Monitor and optimise production operations

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Use resources effectively and efficiently to provide a quality service

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Plan and introduce strategies which support the establishment of long term relationships

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Adjust product and service delivery promptly and decisively to satisfy client and organisational requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Manage written records, reports and recommendations

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

1 Plan to meet client requirements

1.1 Access, interpret and apply customer relationship documentation and ensure the work activity is compliant

1.2 Research, understand and assess the needs of clients and include them in the planning process

1.3 Make provision in plans to negotiate quality, time and cost specifications with clients

1.4 Maintain effective communication links and consultative processes with clients

2 Identify opportunities for product and service enhancement

2.1 Identify existing/potential customer base as a guide to demand

2.2 Identify service opportunities and promote them to potential clients

2.3 Determine client requirements and preferences in relation to services to be supplied as a basis for the marketing strategy

2.4 Implement systems to receive, respond to and address client reactions

2.5 Implement marketing strategies aimed at improving the business’ competitive position

3 Explore opportunities to improve client satisfaction

3.1 Deliver products and services to client satisfaction within quality, time, cost and resource parameters

3.2 Maintain quality of products and services by establishing client feedback mechanisms

3.3 Discuss problems and implement resolution process

3.4 Investigate client complaints promptly and use to improve service

4 Monitor marketing performance

4.1 Monitor performance achievements against the marketing plan

4.2 Investigate causes of any serious performance deviations and take corrective action

4.3 Monitor and optimise production operations

4.4 Use resources effectively and efficiently to provide a quality service

4.5 Plan and introduce strategies which support the establishment of long term relationships

4.6 Adjust product and service delivery promptly and decisively to satisfy client and organisational requirements

4.7 Manage written records, reports and recommendations

Required Skills and Knowledge

1 Plan to meet client requirements

1.1 Access, interpret and apply customer relationship documentation and ensure the work activity is compliant

1.2 Research, understand and assess the needs of clients and include them in the planning process

1.3 Make provision in plans to negotiate quality, time and cost specifications with clients

1.4 Maintain effective communication links and consultative processes with clients

2 Identify opportunities for product and service enhancement

2.1 Identify existing/potential customer base as a guide to demand

2.2 Identify service opportunities and promote them to potential clients

2.3 Determine client requirements and preferences in relation to services to be supplied as a basis for the marketing strategy

2.4 Implement systems to receive, respond to and address client reactions

2.5 Implement marketing strategies aimed at improving the business’ competitive position

3 Explore opportunities to improve client satisfaction

3.1 Deliver products and services to client satisfaction within quality, time, cost and resource parameters

3.2 Maintain quality of products and services by establishing client feedback mechanisms

3.3 Discuss problems and implement resolution process

3.4 Investigate client complaints promptly and use to improve service

4 Monitor marketing performance

4.1 Monitor performance achievements against the marketing plan

4.2 Investigate causes of any serious performance deviations and take corrective action

4.3 Monitor and optimise production operations

4.4 Use resources effectively and efficiently to provide a quality service

4.5 Plan and introduce strategies which support the establishment of long term relationships

4.6 Adjust product and service delivery promptly and decisively to satisfy client and organisational requirements

4.7 Manage written records, reports and recommendations

Evidence is required to be collected that demonstrates a candidate’s competency in this unit. Evidence must be relevant to the roles within this sector’s work operations and satisfy all of the requirements of the performance criteria of this unit and include evidence that the candidate:

locates and applies relevant legislation, documentation, policies and procedures

demonstrates completion of managing customer relationships that safely, effectively and efficiently meets all of the required outcomes on more than one (1) occasion including:

planning activity and processes for managing customer relationships (including sales, advertising and promotion, logistics)

applying key marketing concepts and methods to establish strategies that support the establishment of long term relationships

carrying out continuous improvement processes for product and services

identifying and managing contractual rights and responsibilities

consulting with customer to ensure products and services meet client needs

monitoring client satisfaction

exploring opportunities to improve client satisfaction

using problem solving, negotiation and conflict resolution techniques to manage and maintain customer requirements

monitoring marketing performance

researching and applying best techniques for collection of data and record keeping

analysing problems with products and services, consider option, implements best option to solve problems

The candidate must demonstrate knowledge managing customer relationships through:

identifying legal rights and responsibilities

identifying contractual rights and responsibilities

establishing planning and control systems (sales, advertising and promotion, logistics)

identifying and communicating key marketing concepts and methods

determining various methods of monitoring client satisfaction

using numerical concepts such as percentages, place value for whole numbers and decimals, estimation (for example, quantities, resources, time)

maintaining record keeping systems

using various communication systems, processes and procedures