Course Title: Deliver and monitor a service to customers

Part A: Course Overview

Program: C4362 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)

MKTG7943C

City Campus

TAFE

650T Vocational Business Education

Face-to-Face or Internet

Term2 2016,
Term1 2017

Course Contact: Ben Sethia

Course Contact Phone: +61 3 9925 1374

Course Contact Email: bhupendra.sethia@rmit.edu.au



Course Description

This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.

It applies to individuals who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over short or long term interactions.

Pre-requisite Courses and Assumed Knowledge and Capabilities

None



National Competency Codes and Titles

National Element Code & Title:

BSBCUS301 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

In order to achieve competency in this unit, you must provide:

Performance Evidence

Evidence of the ability to:

  • use communication skills to establish rapport and build relationships with customers in accordance with organisational requirements
  • identify customer needs using appropriate questioning and active listening skills
  • provide customer service in accordance with organisational requirements
  • respond to and record customer feedback and action taken according to organisational standards, policies and procedures
  • produce a report which identifies and recommends ways to improve service delivery.

Knowledge Evidence

To complete the unit requirements safely and effectively, you must:

  • summarise key provisions of relevant legislation from all levels of government that may affect aspects of business operations
  • explain organisational policy and procedures for customer service, including handling customer complaints
  • provide examples of verifiable evidence that could be used to review customer satisfaction
  • outline the interpersonal skills needed for serving customers, including customers with specific needs.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:

  • office equipment and technology
  • workplace documents, organisational policies and procedures for customer service
  • examples of customer complaints and feedback
  • case studies and, where possible, real situations
  • interaction with others.

You are advised that you are likely to be asked to personally demonstrate your assessment work to your teacher to ensure that the relevant competency standards are being met.

Feedback

Feedback will be provided throughout the semester in class and/or online discussions.  You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.

You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.