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

engineering-tafe@rmit.edu.au

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