Course Title: Coordinate implementation of customer service strategies

Part B: Course Detail

Teaching Period: Term1 2016

Course Code: MKTG7865C

Course Title: Coordinate implementation of customer service strategies

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: 40

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:

  • BSBCUS301B Deliver and monitor a service
  • BSBCUS402B Address customer needs

Course Description

This unit describes the performance outcomes, skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design and improvement strategies based on feedback.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS401B Coordinate implementation of customer service strategies

Element:

1. Advise on customer service needs

Performance Criteria:

1.1 Clarify and accurately assess customer needs using appropriate communication techniques

1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements

1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery

1.4 Use business technology and/or online services to structure and present information on customer service needs
 

Element:

2. Support implementation of customer service strategies

Performance Criteria:

2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups

2.2 Identify and allocate available budget resources to fulfil customer service objectives

2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements

2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
 

Element:

3. Evaluate and report on customer service

Performance Criteria:

3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements

3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups

3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies

3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction
 


Learning Outcomes



Details of Learning Activities

• Attend all classes scheduled and refer to PowerPoints and class handouts 
 

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 come for blocks of learning at RMIT City campus will be 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 


Topic 1: Advise on customer service needs
Topic 2: Support implementation of customer service strategies
Topic 3: Evaluate and report on customer service
 


Learning Resources

Prescribed Texts

No prescribed text


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

Before attempting any of the assessment tasks below, ensure that you agree will all self-assessment checklists in the learner guide and that you have completed the online self assessment quiz.
1. Complete online test titled BSBCUS401B Formal Quiz. 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 the quiz by the date publish on Blackboard. 
2. During Cluster 3 you will be required to complete a Customer Service Tracking Assignment that will be posted on Blackboard and due 4th April 2016

3. Work Based Assessment due 10th July 2016


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


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 : BSBCUS401B

NATIONAL UNIT NAME : Cordinate implementation of customer service strategies

RMIT CODE:

Co-Delivered with

Elements

Performance Criteria

Related Assessment Tasks

Assessment Method/

Types of Evidence  

1. Advise on customer service needs

1.1 Clarify and accurately assess customer needs using appropriate communication techniques

 

 

Written Tasks / Verbal Questioning

Assignment / Online Assessment / Workplace Performance

1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements

 

 

Written Tasks / Verbal Questioning

Assignment / Online Assessment / Workplace Performance

1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery

 

 

Written Tasks / Verbal Questioning

Assignment / Online Assessment / Workplace Performance

1.4 Use business technology and/or online services to structure and present information on customer service needs

 

Verbal Questioning

 

Workplace Performance

2. Support implementation of customer service strategies

2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups

 

 

Written Tasks / Verbal Questioning

Assignment / Online Assessment / Workplace Performance

2.2 Identify and allocate available budget resources to fulfil customer service objectives

 

 

Written Tasks / Verbal Questioning

Assignment / Online Assessment / Workplace Performance

2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements

 

 

Written Tasks / Verbal Questioning

Assignment / Online Assessment / Workplace Performance

2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

3. Evaluate and report on customer service

3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements

 

 

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups

 

 

Written Tasks / Verbal Questioning

 

 

Assignment / Online Assessment / Workplace Performance

3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

Assessment Conditions

Evidence of the following is essential:

 

·          identifying needs and priorities of the organisation in delivering services to customers

 

 

Verbal Questioning

Workplace Performance

 

·          responding to and reporting on customer feedback

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

·          designing strategies to improve delivery of products and services

 

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

knowledge of the principles of customer service.

 

Verbal Questioning

Workplace Performance

Performance Evidence  

communication skills to

communicate effectively with personnel and clients at all levels

articulate customer service strategies

 

 

Verbal Questioning

Workplace Performance

·          interpersonal skills to:

·         build relationships with customers

·         establish rapport

 

Verbal Questioning

Workplace Performance

·          literacy skills to:

·         prepare general information and papers

·         read a variety of texts

·         write formal and informal letters according to target audience

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

·          planning skills to develop implementation schedules

 

Verbal Questioning

Workplace Performance

·          problem‑solving skills to diagnose organisational problems relating to customer services

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

·          self‑management skills to:

·         comply with policies and procedures

·         consistently evaluate and monitor own performance

·         seek learning opportunities.

 

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

·         environmental issues

·         occupational health and safety (OHS)

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

·          principles of customer service

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

·          organisational business structure, products and services

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

 

·          product and service standards and best practice models.

 

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