From Package: Business Services
What you get
This unit describes the skills and knowledge required to manage an ongoing relationship with a customer over a period of time. This includes helping customers articulate their needs and managing networks to ensure customer needs are addressed.
It applies to individuals who are expected to have detailed product knowledge in order to recommend customised solutions. In this role, individuals would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
By the end of this training course, participants will:
|1. Assist customer to articulate needs||
1.1 Ensure customer needs are fully explored, understood and agreed
1.2 Explain and match available services and products to customer needs
1.3 Identify and communicate rights and responsibilities of customers to the customer as appropriate
|2. Satisfy complex customer needs||
2.1 Explain possibilities for meeting customer needs
2.2 Assist customers to evaluate service and/or product options to satisfy their needs
2.3 Determine and prioritise preferred actions
2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner
|3. Manage networks to ensure customer needs are addressed||
3.1 Establish effective regular communication with customers
3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation
3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up-to-date information about the customer, and the products and services available
3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services
3.5 Maintain records of customer interaction in accordance with organisational procedures