Course Title: Deliver and monitor a service to customers
Part B: Course Detail
Teaching Period: Term2 2016
Course Code: MKTG7943C
Course Title: Deliver and monitor a service to customers
School: 650T Vocational Business Education
Campus: City Campus
Program: C4362 - Certificate IV in Bookkeeping
Course Contact: Ben Sethia
Course Contact Phone: +61 3 9925 1374
Course Contact Email: bhupendra.sethia@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 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.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
BSBCUS301 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 and legislative 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 and legislative 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 and legislative requirements 2.4 Provide assistance or respond to customers with specific needs according to organisational and legislative 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 and legislative requirements 3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative 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 | 4/07/2016 | • 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 | 18/07/2016 | Identifying Customer needs Active Listening Questioning effectively |
|
| 5&6 | 01/08/2016 | Communication barriers Activities |
|
| 7&8 | 15/08/2016 | Deliver a service to customers Dealing with Unhappy customers |
|
| 9&10 | 05/09/2016 | Why tackle customer complaints?
Activities |
|
| 11&12 | 19/09/2016 | What is customer satisfaction? How to measure customer satisfaction? Customer Feedback forms |
|
| 13&14 | 03/10/2016 | Monitoring of customer satisfaction Report customer satisfaction Recommendations for improvements |
Case Study |
| 15&16 | 17/10/2016 | Resubmission | 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
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.
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