Course Title: Deliver and monitor a service to customers

Part B: Course Detail

Teaching Period: Term1 2016

Course Code: MKTG6084C

Course Title: Deliver and monitor a service to customers

School: 650T Vocational Business Education

Campus: City Campus

Program: C4325 - Certificate IV in Bookkeeping

Course Contact: Meetu Aggarwal

Course Contact Phone: +61 3 9925 1374

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


Name and Contact Details of All Other Relevant Staff

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

None

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.


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


Learning Outcomes



Details of Learning Activities

           

The learning activities for this course will incorporate activities based around three topics and all are detailed and maintained on the Learning Hub for this course. Please refer to the Learning Hub where the topics are under the links for weeks 1 to 16. 

This course can be completed by successful application of Recognition of Prior Learning (RPL) or by completing the course online over 16 weeks. All information regarding RPL’s and the course materials, activities and assessments can be located in the Learning Hub for this course.


Teaching Schedule

 Week Week Commencing Content / Activity Assessment
 1&2 8/02/2016• Course requirements
• Course support documents
• Blackboard
• Overview of assessment requirements including Recognition of Prior Learning and Credit Transfers
• Submission requirements
• Resubmission policy

Government Legislations on OHS, Equal Employment Opportunity, Code of conduct.
 

 
 3&4 22/2/2016Identifying Customer needs
Active Listening
Questioning effectively
 
 
 5&6 07/03/2016Communication barriers
Activities
 
 
 7&8 21/03/2016Deliver a service to customers
Dealing with Unhappy customers
 
 
 9&10 11/04/2016Why tackle customer complaints?

Activities
 

 
 11&12 26/04/2016What is customer satisfaction?
How to measure customer satisfaction?
Customer Feedback forms
 
 
13&14 09/05/2016Monitoring of customer satisfaction
Report customer satisfaction
Recommendations for improvements
 
 Case Study
 15&16 23/05/2016Resubmission Resubmission


Learning Resources

Prescribed Texts


References


Other Resources

  No Text has been prescribed for this course. All materials will be supplied through Learning Hub.


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.
 


Assessment Tasks

       

Students must demonstrate an understanding of all elements of the competency to be deemed competent and will be required to demonstrate all of the indicators shown below.

The following range of assessment methods will be used to assess practical skills and knowledge:

  ·         analysis of responses to case studies and scenarios

  ·         review of reports on customer service delivery

  ·         demonstration of techniques

Critical aspects of assessments:

Evidence of the following is essential:

 •      identifying needs and priorities of customers

 •       distinguishing between different levels of customer satisfaction

 •       treating customers with courtesy and respect

 •       responding to and reporting on, customer feedback

 •       knowledge of organisational policy and procedures for customer service.

Assessment Tasks:

 You are required to complete one major assignment which you must successfully complete to be deemed competent.

Case Study

 This will incorporate all work you have completed in weeks 1-15. The assignment will be made available in week 11. You will be notified in due course of the due date for submission for this. This assignment must be submitted directly via the Learning Hub or by e-mail to your teacher.

All aspects of the assessment must be answered correctly to be deemed competent.


Assessment Matrix

           

To be deemed competent students must demonstrate an understanding of all elements of a competency. Assessment methods have been designed to measure achievement of each competency in a flexible manner over multiple tasks. 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.

All competency based assessments for this course must be completed to achieve CA. If a student has been marked NYC (Not Yet Competent), in any of the assessment tasks, then they will be granted a reassessment for that assessment. Reassessment will be granted to only those students who were either unsuccessful in the first attempt or have been approved special consideration (please refer to the RMIT website regarding the policy with respect to the application and submission of a special consideration).

 To be deemed competent in this unit the participant will be required to demonstrate all indicators which are shown in the assessment tasks for each assessment.

Marking Guide for each assessment (competency): 

Vocational Education and Training (VET) is based on current industry needs and the focus on preparing you for the workplace. Because VET courses are informed by practical application of knowledge and skills, they are based on a system known as ‘competency based training’ (CBT). So when you are assessed in VET it is about whether you are competent to do the job, as well as having a firm grasp on the knowledge and skills required to do that job, as opposed to traditional curriculum based education settings that are often based on knowledge retention. 

 
You need to demonstrate you are competent in each element of the unit of competency you are studying. 

You will receive feedback on each assessment task that will inform you whether you are competent or not and how well you are performing. Once competent in all elements of the unit you receive a competency grading. The assessment matrix documents are attached to each assessment.


Marking Guide (Grading) 

After achieving competency we then grade your performance in the unit and you will achieve one of the following grades:

Final Grades Table:

CHD Competent with High Distinction

CDI Competent with Distinction

CC Competent with credit

CAG Competency Achieved- Graded

NYC Not yet competent

DNS Did not submit for assessment

Further information regarding the application of the grading criteria will be provided by your teacher.

Other Information

             

Course Overview: Access Course Overview