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.
Topics:
- Assist customer to articulate needs
- Satisfy complex customer needs
- Manage networks to ensure customer needs are addressed
Upon successful completion of this unit, you will:
- communicate effectively with customers including:
- helping customers to articulate their needs and evaluate options
- explaining products/services and how they match customer needs
- establishing regular communication
- explaining customer rights and responsibilities
- address customer’s needs
- use organisational procedures to document customer satisfaction
- develop and maintain networks to support meeting customer needs
- identify potential difficulties in meeting customer needs and taking appropriate action
Demonstrate knowledge of:
- organisational procedures and standards for establishing and maintaining customer service relationships
- informed consent
- consumer rights and responsibilities
- establish effective regular communication with customers
- details of products or services including with reference to:
- possible alternative products and services
- variations within a limited product and service range
Nominal hours = 50 hours
