Course Title: Deliver and monitor a service to customers

Part B: Course Detail

Teaching Period: Term1 2013

Course Code: MKTG6083C

Course Title: Deliver and monitor a service to customers

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4318 - Certificate IV in Optical Dispensing

Course Contact: Jade Cusworth

Course Contact Phone: +61 3 9925 8382

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Leigh Robinson
+61 3 9925 4398

Jade Cusworth
+61 3 9925 8382

Nominal Hours: 35

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

This course is delivered concurrently with the following courses:

  • BSBCUS401B Coordinate implementation of customer service strategies
  • BSBCUS402B Address customer needs

Course Description

This course describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. Operators may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS301B Deliver and monitor a service to customers


1. Identify customer needs

Performance Criteria:

1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations
1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational requirements
1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options
1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals


2. Deliver a service to customers

Performance Criteria:

2.1 Provide prompt service to customers to meet identified needs in accordance with organisational requirements
2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery
2.3 Sensitively and courteously handle customer complaints in accordance with organisational requirements
2.4 Provide assistance or respond to customers with specific needs according to organisational requirements
2.5 Identify and use available opportunities to promote and enhance services and products to customers


3. Monitor and report on service delivery

Performance Criteria:

3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational requirements
3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements
3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements
3.4 Regularly seek customer feedback and use to improve the provision of products and services
3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery

Learning Outcomes

Details of Learning Activities

1: Read topic one in the Learner Guide. Upon completion of topic one complete the self-assessment checklist from the learner guide. Once you have done this progress to the next topic and continue until all topics are completed.

2: Once you have read all of the topics and completed the self-assessments you are ready to do the online self-assessment. Please note that this is not an assessment task. The self-assessment will check your level of understanding of the unit and provide you with some feedback.

3: Refer to the Learning and Assessment Guide (LAG) items 1, 2, 3, 7, 10 and 14. Familiarise yourself with the content

Teaching Schedule

Attend Cluster 2. Dates for your group will be posted on blackboard.

Topic 1: Establish a relationship with the client
Topic 2: Identify client information needs
Topic 3: Provide specific information
Topic 4: Provide prepared information to promote access to services

Learning Resources

Prescribed Texts


Other Resources

1. Learner guide BSBCUS301B
2. Learning and Assessment Guide – Year 1
3. Additional learning materials available through the Learning Hub
4. RMIT Library (

Overview of Assessment

Assessment may consist of examinations, quizzes, practical demonstration, work based assessment or simulation, assignments and submission of your learning and assessment guide (workplace evidence portfolio).

Assessment Tasks

Before attempting any of the assessment tasks below, ensure that you agree with all self-assessment checklists in the learner guide and that you have completed the online self-assessment quiz.

1. Complete the online test titled BSBCUS301B. This test consists of completing a series of 10 online questions. These questions may consist of true or false, multiple choice or short answer questions. In order to pass you need to correctly answer seven or more questions (7 out of 10). You must complete this quiz by the end of week 2.

2. Refer to your learning and assessment guide (LAG) and carefully read and complete items 1, 2, 3, 7, 10 and 14. An RMIT University assessor will assess you on these items during a work-based visit and during your compulsory attendance at blocks in year one. In addition, your assessor will include a range of verbal questions to ask during these visits. An RMIT University assessor will talk to your employer to discuss your progress and development of workplace skills.

3. At the end of Cluster 2 you will be required to complete a 90 minute closed book examination which will consist of short answer questions, multiple choice, and labelling of diagrams. Please note that this examination will cover HLTOPD405C, HLTOPD407C, HLTCOM405D, HLTCOM301C and BSBCUS301B. The pass mark is 70%.

4. You will be required to complete a Marketing and Service Delivery project. This project will cover HLTOPD405C and BSBCUS301B.

The Cluster 2 assessment due dates for your group will be given to you during your Cluster 2 attendance and posted on Blackboard.

Please note that you will need to demonstrate competency in all 4 of these assessment tasks in order to achieve competency for this unit.

Assessment Matrix

Course Overview: Access Course Overview