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
+61 3 9925 4846
Leigh Robinson
+61 3 9925 4398
Ralph Richter
+61 3 9925 4783
Ludmila Keightley
+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 : BSBCUS402BNATIONAL 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