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Evidence Guide: FNSPIM409 - Maintain customer relationship

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

 

FNSPIM409 - Maintain customer relationship

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

Maintain records of customer interaction

  1. Collect and check customer information with existing records
  2. Keep records of customer interaction up to date
  3. Maintain records of customer interaction in accordance with organisational procedures and relevant legislation
Collect and check customer information with existing records

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Keep records of customer interaction up to date

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide ongoing customer service

  1. Review previous interactions with customers
  2. Take steps to determine customer satisfaction with service provided
  3. Resolve problems or refer to relevant personnel as required
  4. Record areas where problems occur and provide information to management
Review previous interactions with customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take steps to determine customer satisfaction with service provided

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve problems or refer to relevant personnel as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record areas where problems occur and provide information to management

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain regular communication with customers

  1. Determine customer needs based on records and claim information
  2. Establish effective regular communication with customers
  3. Ensure level of communication is appropriate to customer requirements
Determine customer needs based on records and claim information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish effective regular communication with customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure level of communication is appropriate to customer requirements

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. 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

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. 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.