Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
FNSCUS504 Mapping and Delivery Guide
Manage premium customer relationships
Version 1.0
Issue Date: June 2024
Qualification | - |
Unit of Competency | FNSCUS504 - Manage premium customer relationships |
---|---|---|---|
Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the skills and knowledge required to build and maintain relationships with premium or high value customers including the tailoring of services to meet their specific needs.It applies to individuals in senior roles who use a range of management and other specialist techniques to manage and provide high level service in the financial services industry.No licensing, legislative or certification requirements apply to this unit at the time of publication. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to: common office equipment and consumables systems used by the organisation to provide services to customers financial services product information organisational policy and practices. Assessors must satisfy NVR/AQTF assessor requirements. |
||
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 | |
---|---|---|---|---|---|---|---|---|
Elements of Competency | Performance Criteria | |||||||
Element: Contribute to identification of customer segments |
| |||||||
Element: Manage customer relationships with premium or high value individuals |
| |||||||
Element: Provide high level and tailored service |
| |||||||
Element: Evaluate and report outcomes |
|