Course Title: Deliver and monitor a service to customers

Part A: Course Overview

Program: C4325 Certificate IV in Bookkeeping

Course Title: Deliver and monitor a service to customers

Portfolio: BUS Portfolio Office

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.

Course Code

Campus

Career

School

Learning Mode

Teaching Period(s)

MKTG6084C

City Campus

TAFE

650T Vocational Business Education

Distance / Correspondence or Face-to-Face or Internet or Workplace

Term2 2015,
Term1 2016

Course Contact: Meetu Aggarwal

Course Contact Phone: +61 3 9925 1374

Course Contact Email: meetu.aggarwal@rmit.edu.au



Course Description

This unit 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.

Pre-requisite Courses and Assumed Knowledge and Capabilities

None



National Competency Codes and Titles

National Element Code & Title:

BSBCUS301B Deliver and monitor a service to customers

Elements:

1. Identify customer needs
 

2. Deliver a service to customers
 

3. Monitor and report on service delivery
 


Learning Outcomes


Overview of Assessment

Assessment may incorporate a variety of methods including technical requirements documentation, homework, assignments, group and/or individual projects, in class exercises, written and practical tests, problem solving exercises, presentations, direct observation of actual and simulated work practice, presentation of a portfolio of evidence which may comprise documents, and/or photographs and/or video and audio files, review of products produced through work-based or course activities.
Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met. Students will be provided with feedback throughout the course to check their progress.