Course Title: Deliver and monitor a service to customers
Part B: Course Detail
Teaching Period: Term2 2015
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: jade.cusworth@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Timothy Haigh
+61 3 9925 4846
Leigh Robinson
+61 3 9925 4398
Ralph Richter
+61 3 9925 4783
Ludmila Keightley
+61 3 9925 4722
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 |
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Element: |
1. Identify customer needs |
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Performance Criteria: |
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Element: |
2. Deliver a service to customers |
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Performance Criteria: |
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Element: |
3. Monitor and report on service delivery |
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Performance Criteria: |
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Learning Outcomes
Details of Learning Activities
• Read Learner guide BSBCUS301A Deliver & monitor a service to customers.
A combination of activities will support students learning in this course, such as:
• Face to face and or online lectures to cover theoretical and practical concepts for each topic in the course
• Students will learn to apply their skills and knowledge to work integrated learning (WIL), during simulations and classroom based learning
• Observations of performance in the workplace and industry placement or simulated environment will be a valuable part of your learning experience
• Tutorial activities (individually and in teams) to discuss, debate, critique and consolidate your ideas and extend your understanding around key concepts within specific topics
• Online discussion and activities support you to collaborate with other students in your course and debate and debate and discuss ideas
• Self directed study time to enhance and strengthen your knowledge and understanding of theoretical concepts
• To further facilitate learning, students are strongly encouraged to use a range of communication tools between themselves and their course instructor as well as between themselves and fellow students by using the online learning platform
Teaching Schedule
Students who attend for blocks of learning at RMIT City Campus are required to attend clusters 3,4 & 5. Dates for your group will be published on Blackboard.
SpecSavers Students will be required to complete RPL documentation by 1st September 2015
Students enrolled in the Full Time Program are to attend Tuesday, Wednesday and Thursday 9.00am to 5.00pm
Week # |
Week beginning |
Tuesday |
Wednesday |
Thursday |
21 |
06/07 |
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CUS: Assist customer to articulate needs: · Ensure needs are fully explored, understood and agreed |
CUS: Assist customer to articulate needs: · Identify and communicate rights and responsibilities of customers to the customer as appropriate |
22 |
13/07 |
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CUS: Satisfy complex customer needs: · Explain possibilities for meeting customer needs · Assist customers to evaluate service / product options to satisfy their needs
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CUS: Satisfy complex customer needs: · Determine and prioritise preferred actions · Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner |
23 |
20/07 |
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CUS: Manage networks to ensure customer needs are addressed: · Establish effective regular communication with customers · Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organization
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CUS: Manage networks to ensure customer needs are addressed: · Ensure that decisions about targeting of customer services are based on up to date information about the customer and the products and services available
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24 |
27/07 |
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CUS: Manage networks to ensure customer needs are addressed: · Ensure referrals are based on matching customer needs and availability of products and services · Maintain records of customer interaction in accordance with organizational procedures |
CUS: Manage networks to ensure customer needs are addressed: · Maintain records of customer interaction in accordance with organizational procedures |
25 |
03/08 |
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CUS: Identify customer needs: · Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations · Access customer needs for urgency to determine priorities for service delivery in accordance with organizational requirements |
CUS: Identify customer needs: · Use effective communication to inform customers about available choices for meetings their needs and assist in the selection of preferred options · Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals |
26 |
10/08 |
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CUS: Deliver a service to customers: · Provide prompt service to customers · Establish and maintain appropriate rapport with customer · Sensitively and courteously handle customer complaints |
CUS: Deliver a service to customers: · Provide assistance or respond to customers with specific needs · Identify and use available opportunities to promote and enhance services and products to customers
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27 |
17/08 |
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CUS: Monitor and report on service delivery: · Review customer satisfaction with service delivery · Identify opportunities to enhance the quality of service and products · Monitor procedural aspects of service delivery for effectiveness |
CUS: Monitor and report on service delivery: · Seek customer feedback and use to improve the provision of products and services · Incorporate evidence of customer satisfaction in decisions to modify products or services · Ensure reports are clear, detailed and contain recommendations |
28 |
24/08 |
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CUS: Advise on customer service needs: · Clarify and accurately assess customer needs · Diagnose problems matching service delivery to customers and develop options for improved service |
CUS: Advise on customer service needs: · Provide relevant and constructive advice to promote the improvement of customer service delivery · Use business technology / online services to structure and present information on customer service needs |
30 |
07/09 |
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CUS: Support implementation od customer service strategies: · Ensure customer service strategies and opportunities are promoted · Identify and allocate available budget resources to fulfill customer service objectives |
CUS: Support implementation od customer service strategies: · Promptly action procedures to resolve customer difficulties and complaints · Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups |
31 |
14/09 |
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CUS: Evaluate and report on customer service: · Review client satisfaction with service delivery using verifiable data · Identify and report changes necessary to maintain service standards |
CUS: Evaluate and report on customer service: · Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directs of customer service strategies · Maintain systems, records and reporting procedures to compare changes in customer satisfaction. |
32 |
21/09 |
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CUS: Skills & Knowledge: · Formal and Informal letter writing · Planning skills to develop implementation schedules |
CUS: Skills & Knowledge: · Formal and Informal letter writing
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33 |
28/09 |
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CUS: Customer Service Case Studies |
CUS: Customer Service Case Studies |
34 |
05/10 |
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CUS: Customer Service Case Studies |
CUS: Customer Service Case Studies |
35 |
12/10 |
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CUS: Revision |
CUS: Revision |
Learning Resources
Prescribed Texts
References
Other Resources
• Evidence Portfolio
• PowerPoint Summary
• Additional learning materials available through Learning Hub
• RMIT Library (www.rmit.edu.au/library)
Students should also make note of the Student Services and Study and Learning Centre that are available to all enrolled students (www.rmit.edu.au/studyandlearningcentre)
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
1. Customer Service Tracking Assignment: This assignment is for the students to complete in the workplace and write up their findings.
2. Case Studies: The case studies will have a range of scenarios of Customer Services situations that could happen in the workplace
SpecSavers Due Dates: RPL Documentation is to be completed by 1st September 2015
Full Time Due Dates: Case Studies due 5th October 2015, Customer Service Tracking Assignment due 2nd November 2015
OP43/44 Due Dates: Case Studies due 1st March 2015, Customer Service Tracking Assignment due 28th September 2015
Assessment Matrix
Course Overview: Access Course Overview