Course Title: Deliver and monitor a service to customers

Part B: Course Detail

Teaching Period: Term1 2017

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:

Name and Contact Details of All Other Relevant Staff

Teacher: Meetu Aggarwal

Contact:  9925 1621


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


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


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


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


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

Teaching Schedule

The Teaching Schedule for this course is as follows:

Induction Session

Prior to training commencement a program level induction session will be conducted that comprises the following:


·         Program  overview and requirements

·         MyRMIT/Blackboard

·         Overview of assessment requirements

·         Pre-Training Review including:

o    Recognition of Prior Learning and Credit Transfers

o    Assessment of current skills and knowledge

·         Competency/Grading Criteria

·         Plagiarism

·         Appeals

·         Extensions

·         Feedback

·         Privacy

·         Submission requirements

·         Resubmission policy

·         Where to get support

·         Student Charter



The nominal hours associated with this are a guide only and represent the total teaching time and student effort required to successfully complete the course.   This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.



The above schedule and assessments are subject to change at the co-ordinators discretion. Mid semester break will be from 13 April, 2017 to 19 April, 2017. Classes will resume from 20/04/2017.


Week Commencing

Content / Activity




• 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.




Identifying Customer needs

Active Listening

Questioning effectively





Communication barriers 





Deliver a service to customers

Dealing with Unhappy customers




Why tackle customer complaints?






What is customer satisfaction?

How to measure customer satisfaction?

Customer Feedback forms




Monitoring of customer satisfaction

Report customer satisfaction

Recommendations for improvements

Case Study







Learning Resources

Prescribed Texts


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 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

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

The assessment matrix that maps all the assessment is available on the blackboard.


Assessment Matrix

Submission Requirements 

You should:


  • Ensure that you submit assessments on or before the due date.
  • Always retain a copy of your assessment tasks. (hard copy and soft copy)
  • When you submit work for assessment at RMIT University you need to use a cover sheet that includes a declaration and statement of authorship. You must complete, sign and submit a cover sheet with all work you submit for assessment, whether individual or group work. On the cover sheet you declare that the work you are presenting for assessment is your own work.  An assignment cover sheet for submission of each assessment task is available on blackboard.
  • Each page of your assessment should include footer with your name, student number, the title of the assessment, unit code and title and page numbers. For example, Julie Macpherson, 324567, Task 2, OHS2345C Ensure safe workplace, Page 1 of 10.


Late Submission Procedures

You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates.

If you are prevented from submitting an assessment item on time, by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.  

More Information

Form to use:

Where an extension of greater than seven days is needed, you must apply for special consideration.  Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination. 

More Information:;ID=g43abm17hc9w (unresolved)

Form to use:

Resubmissions (VET Programs):

If you are found to be unsuccessful in a Course Assessment Task you will be allowed one resubmission only.  Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission.  The highest grade you will receive if your resubmission is successful is “CAG”.

If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible.

Adjustments to Assessment

In certain circumstances students may be eligible for an assessment adjustment. For more information about the circumstances under which the assessment arrangements might be granted please access the following website: 

More Information:;ID=7usdbki1fjf31


Marking Guide (Competency): 

You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying. 

You will receive feedback on each assessment task that will inform you about your progress and how well you are performing.       


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