Course Title: Deliver a service to customers

Part B: Course Detail

Teaching Period: VE 2017

Class Number: 2887

Class Section: IRDC

Course Code: MKTG5787C

Course Title: Deliver a service to customers

School: 174T School of VE Engineering, Health & Science

Campus: City Campus

Program: C3296 - Certificate III in Electrotechnology Electrician

Course Contact: Program Manager

Course Contact Phone: +61 3 9925 4468

Course Contact Email: vocengineering@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Nominal Hours: 20

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites

Nil

Course Description

This unit covers the interacting with customers to identify and meet their service needs. It encompasses following community and enterprise policies and standards, identifying customer needs, identifying and resolving problems/issues and maintaining product/service quality


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

UEENEEC010B Deliver a service to customers

Element:

1. Interact with customers.

Performance Criteria:

1.1 Communication with customers is conducted in a professional and courteous manner according to established procedures.

          1.2Customer enquiries are responded to promptly and politely and in accordance with established procedures.

           1.3 Personal dress and presentation is maintained in line with established procedures.

           1.4 Appropriate interpersonal skills are used to facilitate accurate and relevant exchange of information.

Element:

2. Identify customer needs.

Performance Criteria:

 2.1 Customer needs are assessed so that priorities for service delivery can be identified in accordance with established procedures.

           2.2 Appropriate questioning and active listening are used to determine customer needs.

           2.3 Customers are provided with information about available options for meeting their needs and assisted to identify their preferred option.

           2.4 Personal limitations in addressing customer needs are identified and where appropriate assistance is sought from appropriate personnel.

Element:

3. Deliver a service to customers.

Performance Criteria:

 3.1 Prompt customer service is provided to meet identified needs in accordance with established procedures.

           3.2 Service provided follows OHS policies and procedures and work is appropriately sequenced in accordance with requirements.

           3.3 Service provided is coordinated effectively with others involved on the work site.

           3.4 Customer complaints are handled sensitively and courteously in accordance with established procedures.

           3.5 Opportunities to enhance the quality of service and products are identified and taken whenever possible.

Element:

4. Evaluate and complete service

Performance Criteria:

4.1 Own work is monitored and adjusted according to requirements for job quality, customer service and efficient resource use.

           4.2 Customer service records are inspected and verified after service is completed to ensure requirements are met.

           4.3 Appropriate personnel are notified of the completion of the repair work and details are documented in accordance with established procedures and requirements.

           4.4 Variations in the quality of service and/or products from required standards are detected and reported in accordance with established procedures.

           4.5 Additional information or follow-up action is completed in line with customer needs.

Learning Outcomes


Refer to Elements


Details of Learning Activities

Students will be involved in the following learning activities to meet requirements for this competency:

- Face to Face classes

- Simulated Workplace Learning

- Online learning via blackboard

- Other forms of structured teaching and learning

Students will be observed and assessed through their planned activities throughout the duration of the course.

 


Teaching Schedule

Please refer to your class timetable 


Learning Resources

Prescribed Texts


References


Other Resources

Students will be able to access course information and learning materials through myRMIT and may be provided with additional materials in class. Lists of relevant reference books, resources in the library and accessible Internet sites will be provided where possible. During the course, you will be directed to websites to enhance your knowledge and understanding of difficult concepts


Overview of Assessment

 

Students must pass each of the following assessment tasks to demonstrate competent.

 

Assessment

Task 1

Deliver a Service - Assignment

 

 

These tasks assesses the following Course Learning Outcomes (CLOs):

Assessment Mapping Matrix

 

Elements/Performance Criteria Covered

Task 1

1.1

X

1.2

 X

1.3

 X

1.4

 X

2.1

 X

2.2

 X

2.3

 X

2.4

 X

3.1

 X

3.2

 X

3.3

 X

3.4

 X

3.5

 X

4.1

 X

4.2

 X

4.3

 X

4.4

 X

4.5

 X

 

 

To be deemed competent you must demonstrate an understanding of all aspects required of the competency. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks.


Assessment Tasks

Task 1

Deliver a Service - Assignment


Assessment Matrix

Please refer to above matrix.

All assessment tasks must be successfully completed 

Other Information

Credit Transfer and/or Recognition of Prior Learning (RPL):

You may be eligible for credit towards courses in your program if you have already met the learning/competency outcomes through previous learning and/or industry experience. To be eligible for credit towards a course, you must demonstrate that you have already completed learning and/or gained industry experience that is:

 

  • Relevant
  • Current
  • Satisfies the learning/competency outcomes of the course

 

Please refer to http://www.rmit.edu.au/students/enrolment/credit  to find more information about credit transfer and RPL.

 

Study and Learning Support:

Study and Learning Centre (SLC) provides free learning and academic development advice to you. Services offered by SLC to support your numeracy and literacy skills are:

  • Assignment writing, thesis writing and study skills advice
  • Maths and science developmental support and advice
  • English language development

 

Please refer to http://www.rmit.edu.au/studyandlearningcentre  to find more information about Study and Learning Support.

 

Disability Liaison Unit:

If you are suffering from long-term medical condition or disability, you should contact Disability Liaison Unit to seek advice and support to complete your studies.

Please refer to http://www.rmit.edu.au/disability  to find more information about services offered by Disability Liaison Unit.

 

Late Submission:

If you require an Extension of Submittable Work (assignments, reports or project work etc.) for seven calendar days or less (from the original due date) and have valid reasons, you must complete an Application for Extension of Submittable Work (7 Calendar Days or less) form and lodge it with the Senior Educator/ Program Manager.

 

 

The application must be lodged no later than one working day before the official due date. You will be notified within no more than two working days of the date of lodgement as to whether the extension has been granted.

If you seek an Extension of Submittable Work for more than seven calendar days (from the original due date), you must lodge an Application for Special Consideration form under the provisions of the Special Consideration Policy, preferably prior to, but no later than two working days after the official due date.

 

Submittable Work (assignments, reports or project work etc.) submitted late without approval of an extension will not be accepted or marked.

 

Special Consideration:

Please refer to http://www.rmit.edu.au/students/specialconsideration  to find more information about special consideration.

 

Plagiarism:

Plagiarism is a form of cheating and it is very serious academic offence that may lead to expulsion from the university.

Please refer to http://www.rmit.edu.au/academicintegrity  to find more information about plagiarism.

 

Email Communication:

All email communications will be sent to your RMIT email address and you must regularly check your RMIT emails.

 

Course Overview: Access Course Overview