Course Title: Deliver and monitor a service to customers

Part B: Course Detail

Teaching Period: Term1 2016

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 in accordance with 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
 

Element:

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 in accordance with organisational 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 in accordance with 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. Incorporate evidence of customer satisfaction in decisions to modify products or services, ensuring they are within organisational requirements

3.6. 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:

Cluster 3 Monday to Friday week beginning 8th February 2016

Cluster 4 Monday to Friday week beginning 11th April 2016

Cluster 5 Monday to Friday week beginning 6th June 2016


Learning Resources

Prescribed Texts


References


Other Resources

           

• 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. Due 4th April 2016

2. Work Based Assessment due 10th July 2016


Assessment Matrix

           

ASSESSMENT METHODS/TYPES OF EVIDENCE:

 

 

Interview/ Verbal Questioning

Self-Reflections

Assignment/ Project

Case Study or Role Play

Third Party Verification

Workplace Performance

Research or Report

Portfolio of Evidence

Written Tasks

 

 

 

 

 

NATIONAL UNIT CODE : BSBCUS301B

NATIONAL UNIT NAME : Deliver and monitor a service to customers

RMIT CODE:

Co-Delivered with

Elements

Performance Criteria

Related Assessment Tasks

Assessment Method/

Types of Evidence  

1. Identify customer needs

1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations

 

 

Written Tasks / Verbal Questioning

Assignment / Online Assessment / Workplace Performance

1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational requirements

 

 

Written Tasks / Verbal Questioning

Assignment / Online Assessment / Workplace Performance

1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options

 

 

Verbal Questioning

Workplace Performance

1.4 Identify limitations in addressing customer needs and seek appropriate assistance fromdesignated individuals

 

Verbal Questioning

 

Workplace Performance

2. Deliver a service to customers

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

 

 

Written Tasks / Verbal Questioning

Assignment / Online Assessment / Workplace Performance

2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery

 

 

Written Tasks / Verbal Questioning

Assignment / Online Assessment / Workplace Performance

2.3 Sensitively and courteously handle customer complaints in accordance with organisational requirements

 

 

Written Tasks / Verbal Questioning

Assignment / Online Assessment / Workplace Performance

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

 

 

Verbal Questioning

Assignment / Online Assessment / Workplace Performance

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

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

3. Monitor and report on service delivery

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

 

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

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

 

 

Written Tasks / Verbal Questioning

 

 

Assignment / Online Assessment / Workplace Performance

3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements

 

Verbal Questioning

 

Workplace

3.4 Regularly seek customer feedback and use to improve the provision of products and services

 

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

3.5 Incorporate evidence of customer satisfaction in decisions to modify products or services, ensuring they are within organisational requirements

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

3.6 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery

Written Tasks / Verbal Questioning

 

 

 

Assignment / Online Assessment / Workplace Performance

Assessment Conditions

Critical aspects for assessment and evidence required to demonstrate competency in this unit

·          identifying needs and priorities of customers

·           

 

Verbal Questioning

Workplace Performance

 

·          distinguishing between different levels of customer satisfaction

·           

 

Verbal Questioning

Workplace Performance

·          treating customers with courtesy and respect

·           

 

Verbal Questioning

Workplace Performance

·          responding to and reporting on, customer feedback

·           

 

Verbal Questioning

Workplace Performance

·          knowledge of organisational policy and procedures for customer service.

 

Verbal Questioning

Workplace Performance

Performance Evidence  

 Required Skills:

literacy skills to read and understand a variety of texts; to prepare general information and papers according to target audience; and to edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation

technology skills to select and use technology appropriate to a task

communication skills to monitor and advise on customer service strategies

problem-solving skills to deal with customer enquiries or complaints

analytical skills to identify trends and positions of products and services.

 

Written Tasks / Verbal Questioning

 

 

Assignment / Online Assessment / Workplace Performance

KnowledgeEvidence

-key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:

-       anti‑discrimination legislation

-       ethical principles

-       codes of practice

-       privacy laws

-       financial legislation

-       occupational health and safety (OHS)

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

-organisational policy and procedures for customer service including handling customer

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

-service standards and best practice models

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

-public relations and product promotion

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

-techniques for dealing with customers, including customers with specific needs

 

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

Foundation Skills

 

 

Core Skills from the Australian Core Skills Framework (ACSF)

·         Reading

Verbal Questioning

 

Workplace Performance

·         Writing

Verbal Questioning

 

Workplace Performance

·         Oral Communication

Verbal Questioning

 

Workplace Performance

·         Numeracy

Verbal Questioning

 

Workplace Performance

·         Learning

Verbal Questioning

 

Workplace Performance

Employability Skills from the Core Skills for Work Framework (CFW)

 

 

1.    Navigate the world of work

1a. Manage career and work life

Verbal Questioning

 

Workplace Performance

1b. Work with roles, rights and protocols

Verbal Questioning

 

Workplace Performance

2.    Interact with others

2a. Communicate for work

Verbal Questioning

 

Workplace Performance

2b. Connect and work with  others

Verbal Questioning

 

Workplace Performance

2c. Recognise and utilize diverse perspectives

Verbal Questioning

 

Workplace Performance

3.    Get the work done

3a. Plan and organise

Verbal Questioning

 

Workplace Performance

3b. Make decisions

Verbal Questioning

 

Workplace Performance

3c. Identify and solve problems

Verbal Questioning

 

Workplace Performance

3d. Create and innovate

Verbal Questioning

 

Workplace Performance

3e. Work in a digital world

Verbal Questioning

 

Workplace Performance

      

 

 

Course Overview: Access Course Overview