Course Title: Deliver and monitor a service to customers
Part B: Course Detail
Teaching Period: Term1 2014
Course Code: MKTG6098C
Course Title: Deliver and monitor a service to customers
School: 130T Vocational Engineering
Campus: City Campus
Program: C4338 - Certificate IV in Plumbing and Services
Course Contact: Program Manager
Course Contact Phone: +61 3 9925 4468
Course Contact Email: vocengineering@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Program Manager
99254468
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
Nil.
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 techncal 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 |
Element: |
2. Deliver a service to customers |
Element: |
3. Monitor and report on service delivery |
Learning Outcomes
Refer to elements.
Details of Learning Activities
• 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.
Teaching Schedule
Night 1
Discuss workbook & complete questions
a) customer needs and expectations
b) organisational requirements
c) effective communication techniques
d) addressing customer needs
Night 2
a) prompt service to customers
b) ensure completion of quality service delivery
c) customer complaints
d) Provide assistance or respond to customers with specific needs
e) to promote and enhance services and products to customers
Night 3
a) review customer satisfaction
b) enhance the quality of service
c) procedural aspects of service delivery
d) customer feedback
e) Maintain reports for customer service satisfaction to improve quality of service
Night 4
a) Revision
b) Discuss final assessment
c) Student feedback sheet
Learning Resources
Prescribed Texts
BSBCUS301B Deliver and monitor a service to customers (Pearson Publishing Business Services Resources) |
References
Other Resources
Websites
Overview of Assessment
Assessment may incorporate a variety of methods including written/oral activities and demonstration of practical skills to the relevant industry standards. Participants are advised that they are likely to be asked to personally demonstrate their assessment activities to their teacher/assessor. Feedback will be provided throughout the course.
Assessment Tasks
Students must pass each of the following assessment tasks to demonstrate competent.
Assessment | |
Task 1 |
Observation of students, role playing customer service requirements |
Task 2 |
Complete questions from learning resource |
Task 3 |
Develop customer service survey template to your industry needs and seek client feedback |
These tasks assesses the following Course Learning Outcomes (CLOs):
Assessment Mapping Matrix
Elements/ Performance Criteria Covered |
Task 1 |
Task 2 |
Task 3 |
1.1 |
X |
X |
X |
1.2 |
X |
X |
X |
1.3 |
X |
X |
X |
1.4 |
X |
X |
X |
2.1 |
X |
X |
X |
2.2 |
X |
X |
X |
2.3 |
X |
X |
X |
2.4 |
X |
X |
X |
2.5 |
X |
X |
X |
3.1 |
X |
X |
X |
3.2 |
X |
X |
X |
3.3 |
X |
X |
X |
3.4 |
X |
X |
X |
3.5 |
X |
X |
X |
To be deemed competent you must demonstrate an understanding of all aspects required of the competency. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks.
Assessment Tasks
1. Observation of students, role playing customer service requirements
2. Complete questions from learning resource
3. Develop customer service survey template to your industry needs and seek client feedback
Assessment Matrix
Course Overview: Access Course Overview