Unit of competency Outline
Date retreived
23/07/2026 1:20 AM AWST
23/07/2026 1:20 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Manage customer relationships
Manage customer relationships
Unit of competency
National Code
RIICCR601E
RIICCR601E
State Code
OBW80
OBW80
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
05/03/2021
Field of Education
080501 - Sales
Original Release Date
05/03/2021
Nominal Hours
30
Description
This unit describes the skills and knowledge required to manage customer relationships in the resources and infrastructure industries.It applies to those who work in management roles. They are generally responsible for the outcomes of others and contribute to the development of solutions to nonroutine problems.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Plan to meet client requirements
- 1.1 Obtain, interpret and confirm work requirements
- 1.2 Access, interpret and apply documentation required to manage customer relationships
- 1.3 Identify, assess and determine the needs of clients according to job requirements
- 1.4 Create plans that that negotiate quality, time and cost specifications with clients
- 1.5 Maintain effective communication links and consultative processes with clients according to job requirements
2. Identify opportunities for product and service enhancement
- 2.1 Identify the existing and potential customer base
- 2.2 Identify service opportunities and promote them to potential clients according to job requirements
- 2.3 Create a marketing strategy based on the supply requirements of the client
- 2.4 Implement systems to receive, respond to and address client feedback according to workplace requirements
- 2.5 Implement marketing strategies aimed at improving the competitive position of the business
3. Explore opportunities to improve client satisfaction
- 3.1 Deliver products and services to client satisfaction within quality, time, cost and resource parameters according to job requirements
- 3.2 Establish client feedback mechanisms
- 3.3 Discuss problems with relevant personnel and implement a problem resolution process
- 3.4 Investigate client complaints according to workplace procedures
4. Monitor marketing performance
- 4.1 Monitor performance achievements against the marketing plan
- 4.2 Investigate causes of any serious performance deviations and take corrective action according to job requirements
- 4.3 Introduce strategies that establish long term client relationships
- 4.4 Modify own role and responsibilities to meet changing circumstances according to workplace procedures
- 4.5 Manage systems, written and verbal records and reporting procedures according to job requirements
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| WH091 | RIICCR601D | Manage customer relationships | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| AZB4 | RII60215 | Advanced Diploma of Extractive Industries Management | Qualification |