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

 timothy.haigh@rmit.edu.au

 +61 3 9925 4846

 

Leigh Robinson

 leigh.robinson@rmit.edu.au

 +61 3 9925 4398

 

Ralph Richter

 ralph.richter@rmit.edu.au

 +61 3 9925 4783

 

Ludmila Keightley

 Ludmila.keightley@rmit.edu.au

 +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

Element:

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 and legislative 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

Element:

2. Deliver a service to customers

Performance Criteria:

                           

2.1 Provide prompt service to customers to meet identified needs in accordance with organisational and legislative 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 and legislative requirements

2.4 Provide assistance or respond to customers with specific needs according to organisational and legislative requirements

2.5 Identify and use available opportunities to promote and enhance services and products to customers

Element:

3. Monitor and report on service delivery

Performance Criteria:

                           

3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements

3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative 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

           

• 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

 

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

 

CUS: Satisfy complex customer needs:

·         Explain possibilities for meeting customer needs

·         Assist customers to evaluate service / product options to satisfy their needs

 

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

 

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

 

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

 

24

27/07

 

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

 

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

 

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

 

27

17/08

 

 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

 

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

 

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

 

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

 

CUS: Skills & Knowledge:

·         Formal and Informal letter writing

·         Planning skills to develop implementation schedules

CUS: Skills & Knowledge:

·         Formal and Informal letter writing

 

33

28/09

 

CUS: Customer Service Case Studies

CUS: Customer Service Case Studies

34

05/10

 

CUS: Customer Service Case Studies

CUS: Customer Service Case Studies

35

12/10

 

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