Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.
Students will be expected to demonstrate the following required skills:
- identify clients' preferred communication styles and methods and potential barriers to communications and use appropriate communication styles and strategies;
- apply communication techniques to establish rapport and promote two-way communication;
- develop and implement client loyalty strategies and service standards based on business objectives and client information;
- develop and implement strategies to elicit feedback from clients and use it to improve relationships and customer satisfaction, and;
- maintain contacts and participate in formal and informal networks that support the business and enhance personal knowledge of the market.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.Students will also be expected to demonstrate the following knowledge:
- give examples of strategies that can build client loyalty including those that focus on: financial incentives and special offers; premium services and private/dedicated facilities; loyalty programs, rewards and recognition;
- outline issues that are commonly addressed in client care/service standards in the industry;
- outline typical barriers to communicating with clients and possible strategies to address them;
- give examples of strategies for feedback;
- describe the principles and techniques for effective communication and networking;
- outline networking opportunities relevant to the business with reference to: government, industry and professional associations; trade shows, conferences, briefings and other professional development activities; existing groups or networks; businesses and individuals, and;
- outline aspects of organisational policies, procedures and processes that are relevant to communicating with clients and participating in networks.