Course Title: Address customer needs

Part B: Course Detail

Teaching Period: Term1 2016

Course Code: MKTG7866C

Course Title: Address customer needs

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: 50

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
  • BSBCUS301B Deliver and monitor a service to customers

Course Description

This unit describes the performance outcomes, skills and knowledge required to manage the ongoing relationship with a customer.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS402B Address customer needs

Element:

1. Assist customer articulate needs

Performance Criteria:

1.1 Ensure customer needs are fully explored, understood and agreed

1.2 Explain and match available services and products to customer needs

1.3 Identify and communicate rights and responsibilities of customers to the customer as appropriate
 

Element:

2. Satisfy complex customer needs

Performance Criteria:

2.1 Explain possibilities for meeting customer needs

2.2 Assist customers to evaluate service and/or product options to satisfy their needs

2.3 Determine and prioritise preferred actions

2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner
 

Element:

3. Manage networks to ensure customer needs are addressed

Performance Criteria:

3.1 Establish effective regular communication with customers

3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation

3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up-to-date information about the customer, and the products and services available

3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services

3.5 Maintain records of customer interaction in accordance with organisational procedures
 


Learning Outcomes



Details of Learning Activities

• Attend all scheduled classes 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 6th June 2016 


Topic 1: Assist customers to articulate needs
Topic 2: Satisfy complex customer needs 
Topic 3: Manage networks to ensure customer needs are addressed
 


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


1. Complete online test titled BSBCUS402B 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 20th June 2016
 
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.
 

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 : BSBCUS402B

NATIONAL UNIT NAME : Address Customer Needs

RMIT CODE:

Co-Delivered with

Elements

Performance Criteria

Related Assessment Tasks

Assessment Method/

Types of Evidence  

1. Assist customer to articulate needs

1.1 Ensure customer needs are fully explored, understood and agreed

 

 

Written Tasks / Verbal Questioning

Assignment / Online Assessment / Workplace Performance

1.2 Explain and match available services and products to customer needs

 

 

 

Written Tasks / Verbal Questioning

Assignment / Online Assessment / Workplace Performance

1.3 Identify and communicate rights and responsibilities of customers to the customer as appropriate

 

Written Tasks / Verbal Questioning

Assignment / Online Assessment / Workplace Performance

2. Satisfy complex customer needs

 

2.1 Explain possibilities for meeting customer needs

 

 

Written Tasks / Verbal Questioning

Assignment / Online Assessment / Workplace Performance

2.2 Assist customers to evaluate service and/or product options to satisfy their needs

 

 

Verbal Questioning

Workplace Performance

2.3 Determine and prioritise preferred actions

 

 

Verbal Questioning

Workplace Performance

2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

3. Manage networks to ensure customer needs are addressed

3.1 Establish effective regular communication with customers

 

 

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation

 

 

Written Tasks / Verbal Questioning

 

 

Assignment / Online Assessment / Workplace Performance

3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up‑to‑date information about the customer, and the products and services available

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

3.5 Maintain records of customer interaction in accordance with organisational procedures

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

Assessment Conditions

Evidence of the following is essential:

 

·          assisting customers to articulate their needs

 

 

Verbal Questioning

Workplace Performance

 

·          documenting processes used and customer satisfaction with the products/services offered

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

assisting customers to address their needs.

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

Performance Evidence  

·          communication skills to relate to people from diverse backgrounds and people with diverse abilities.

 

 

Verbal Questioning

Workplace Performance

·          information management skills to summarise information verbally and non‑verbally

 

Verbal Questioning

Workplace Performance

·          literacy and numeracy skills to:

·         interpret product and service features or sales data

·         read a variety of texts to prepare general information and papers

·         summarise information obtained from a variety of verbal and non-verbal sources

·         write formal and informal text

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

·          numeracy skills to analyse data, and to compare time lines and promotional costs against budgets

 

Verbal Questioning

Workplace Performance

·          problem‑solving skills to develop solutions unique to a customer

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

·          self‑management skills to:

·         comply with policies and procedures

·         seek learning and development 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

 

Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

·          organisational procedures and standards for customer service relationships

 

Written Tasks / Verbal Questioning

 

Assignment / Online Assessment / Workplace Performance

 

·          detailed product and service knowledge which may:

·         be of significant breadth so as to propose alternative products and services, or

·         of significant depth so as to propose variations within a limited product and service range.

 

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