Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

FNSPIM409 Mapping and Delivery Guide
Maintain customer relationship

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency FNSPIM409 - Maintain customer relationship
Description
Employability Skills
Learning Outcomes and Application This unit describes the 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 organisational and interpersonal skills in one-to-one interactions or for supporting organisational procedures and strategies for retaining and enhancing the customer relationship.It applies to individuals who use specialised knowledge and strong communication skills and techniques to network, build business and implement organisational strategies.Work functions in the occupational areas where this unit may be used are subject to regulatory requirements. Refer to the FNS Implementation Guide Companion Volume or the relevant regulator for specific guidance on requirements.
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 personal injury management field of work and include access to:

office equipment, technology, software and consumables

organisational records, policies and procedures.

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: Maintain records of customer interaction
  • Collect and check customer information with existing records
  • Keep records of customer interaction up to date
  • Maintain records of customer interaction in accordance with organisational procedures and relevant legislation
       
Element: Provide ongoing customer service
  • Review previous interactions with customers
  • Take steps to determine customer satisfaction with service provided
  • Resolve problems or refer to relevant personnel as required
  • Record areas where problems occur and provide information to management
       
Element: Maintain regular communication with customers
  • Determine customer needs based on records and claim information
  • Establish effective regular communication with customers
  • Ensure level of communication is appropriate to customer requirements
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Maintain records of customer interaction

1.1 Collect and check customer information with existing records

1.2 Keep records of customer interaction up to date

1.3 Maintain records of customer interaction in accordance with organisational procedures and relevant legislation

2. Provide ongoing customer service

2.1 Review previous interactions with customers

2.2 Take steps to determine customer satisfaction with service provided

2.3 Resolve problems or refer to relevant personnel as required

2.4 Record areas where problems occur and provide information to management

3. Maintain regular communication with customers

3.1 Determine customer needs based on records and claim information

3.2 Establish effective regular communication with customers

3.3 Ensure level of communication is appropriate to customer requirements

Evidence of the ability to:

use specialist knowledge and skills, and a range of interpersonal skills, to enhance customer relationships

maintain records and documentation relating to customer relationships

consider and adapt to any special needs and diversity of customers, including cultural, language, race, religion, ethnic origin, socioeconomic status and demographic needs.

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:

describe a range of techniques used to develop customer relationships

describe key features of:

industry and organisation codes of practice, policy and operating procedures

current organisation’s services

databases and computer systems

relevant legislation.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Maintain records of customer interaction

1.1 Collect and check customer information with existing records

1.2 Keep records of customer interaction up to date

1.3 Maintain records of customer interaction in accordance with organisational procedures and relevant legislation

2. Provide ongoing customer service

2.1 Review previous interactions with customers

2.2 Take steps to determine customer satisfaction with service provided

2.3 Resolve problems or refer to relevant personnel as required

2.4 Record areas where problems occur and provide information to management

3. Maintain regular communication with customers

3.1 Determine customer needs based on records and claim information

3.2 Establish effective regular communication with customers

3.3 Ensure level of communication is appropriate to customer requirements

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Collect and check customer information with existing records 
Keep records of customer interaction up to date 
Maintain records of customer interaction in accordance with organisational procedures and relevant legislation 
Review previous interactions with customers 
Take steps to determine customer satisfaction with service provided 
Resolve problems or refer to relevant personnel as required 
Record areas where problems occur and provide information to management 
Determine customer needs based on records and claim information 
Establish effective regular communication with customers 
Ensure level of communication is appropriate to customer requirements 

Forms

Assessment Cover Sheet

FNSPIM409 - Maintain customer relationship
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

FNSPIM409 - Maintain customer relationship

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: