Manage and process business support information
Overview
This standard is for entrepreneurs who manage and process business support information. Handling day-to-day administration is important for providing business support information to your customers. This includes maintaining diaries, records of client contacts and follow-up tasks. It covers organising information materials, and administering activities designed to promote and provide business support services.
Performance criteria
You must be able to:
- maintain customers' records in accordance with relevant legal requirements and organisation guidelines
- use your organisation's customer relationship management (CRM) system to keep records
- use the relevant systems for planning and managing your own and other colleagues' activities
- ensure the necessary information materials are available for the business support service to operate on a day-to-day basis
- prepare materials to inform customers and other stakeholders about the business support services you provide
- store business materials in line with your organisation's procedures
- supply materials to customers and other stakeholders
- plan and organise meetings or events to provide business support services
- solve problems related to meetings and events
- circulate or provide access to records of meetings or events
- contribute to presenting business support services in a way that explains and promotes the benefits and activities offered
- make sure that your activities support and promote effective customer service
- follow your organisation's quality standards in relation to customer service
- maintain security and confidentiality when storing and processing business information
Knowledge and Understanding
You need to know and understand:
Communication and interpersonal skills
1. how to listen and question, summarise and exchange information to identify customers' needs
2. how to negotiate, challenge and deal with difficulties
3. your colleagues' and contacts' requirements and preferred ways of working
Customer records
4. the relevant legislation and organisational guidelines about storing and maintaining your customers' records
5. how to set-up records, maintain them, monitor contact and follow up using your organisation's customer relationship management (CRM) systems
Information and event management systems
6. why it is important to use the relevant systems to plan and co-ordinate activities and resources
7. how to make entries using your organisation's information and management systems
8. how to prioritise and balance competing requirements and resources
9. how to negotiate and agree any changes to arrangements and make sure that all those involved have been informed
10. the types of security and confidentiality issues relevant to the information and management systems
Materials
11. the information packs and other materials required for business support services
12. how materials are procured within the available budget
13. the different types of information materials that need to be organised
14. why it is important to store information securely
15. how to layout and structure information materials so that they can be accessed easily by users
16. how to use computer and machine-based information storage systems
Meetings or events
17. the methods of conducting the meetings or events, such as face-to-face or virtually
18. the purpose and resources required for running meetings and events
19. the roles and responsibilities of staff involved, including any health, safety and security requirements
20. the list of attendees, when and how they will be invited, and any special requirements they may have
21. how to present business support services to different audiences
22. the types of problems that may occur during the event or meeting and how to solve these
23. whether any records will be kept or circulated afterwards, by whom and how
Customer service
24. what is meant by the term `customer service' and who your customers are
25. the quality standards in relation to customer service and continuous improvement
26. how to meet the timescales and quality standards for your customers
27. why it is important to monitor customer satisfaction and how to do so
28. the types of problems that your customers may experience and how to solve them