Manage customer relationships

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver RIICCR601D, 'Manage customer relationships'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Manage customer relationships' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria

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