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Respond to customer enquiries

Unit Descriptor This unit covers the skills and knowledge to respond to customer enquiries about financial products or services

1 . Obtain details of customer and nature of enquiry
  1. The nature of the enquiry is clarified and all details obtained

  2. A decision on whether the enquiry is within the scope of responsibility or authority area is confirmed

  3. A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed

  4. If the enquiry can be answered directly, a response in accordance with organisational procedures is provided

  5. If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up

  6. Customer details are obtained

2 . Research the information relevant to the enquiry
  1. Sources of information are identified so that an appropriate response can be provided within authority levels

  2. Information is obtained, organised and analysed to provide an accurate and satisfactory response

3 . Determine a suitable response to the enquiry
  1. Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe

  2. Response is comprehensive, clear and delivered in the most appropriate form (oral, written) and within the agreed upon timeframe

4 . Communicate information to the customer
  1. Written or oral responses are given in clear, simple, and easy to understand language

  2. Customer is treated courteously and an ongoing relationship is encouraged

  3. Any further queries from the customer are attended to promptly

  4. Checks and/or follow-up are undertaken to ensure that the response satisfies the customer's needs

5 . Update relevant records
  1. Information on the nature and frequency of enquiries is collected for evaluation

  2. Details of the enquiry are recorded as required by organisational procedures

Key CompetencyExamples of ApplicationPerformance
How can information be collected, analysed and organised?
How are ideas and information communicated within this competency?
How are activities planned and organised?
How are problem solving skills applied?
How are mathematical ideas and techniques used?
How is use of technology applied?
How is team work used within this competency?

Range Statement

Scope of responsibility or authority area may include:

Nature of the enquiry may include:

Customer details may include:

Sources of information may include:

Checks and/or follow-up may include:

Consideration should be paid to customers special needs which may include:

Evidence Guide

Overview of assessment

To achieve competency in this unit, a person must be able to demonstrate:

Evidence required for demonstration of consistent performance:

Delivery/assessment relationship to other units:

Method of assessment:

Context of assessment:

Resources required for assessment: