Course Title: Implement customer service standards

Part A: Course Overview

Program: C4369 Certificate IV in Banking Services

Course Title: Implement customer service standards

Portfolio: BUS Portfolio Office

Nominal Hours: 30

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)

MKTG7949C

City Campus

TAFE

650T Vocational Business Education

Face-to-Face or Internet

Term1 2016,
Term2 2016,
Term1 2017

Course Contact: Callie Harvey

Course Contact Phone: +61 3 9925 5772

Course Contact Email: callie.harvey@rmit.edu.au



Course Description

This unit describes the skills and knowledge required to contribute to quality customer service standards within an organisation.

It applies to individuals who may be frontline managers, team leaders or supervisors who have responsibility for ensuring that customer service systems and customer service standards are implemented.

Pre-requisite Courses and Assumed Knowledge and Capabilities

None



National Competency Codes and Titles

National Element Code & Title:

BSBCUS403 Implement customer service standards

Elements:

1. Contribute to quality customer service standards

2. Implement customer service systems

3. Implement team customer service standards


Learning Outcomes


Overview of Assessment

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

Performance Evidence

 Evidence of the ability to:  

  • access, interpret, apply and monitor customer service standards
  • demonstrate compliance with customer service system and standards
  • make contributions to improving or adapting customer service standards to better meet the needs of the organisation and the customers
  • review and analyse customer feedback and make recommendations to address issues raised, including identifying the resources required
  • make adjustments to improve customer service procedures including:
    • identifying and responding to problems
    • communicating with and encouraging staff
  • coordinate and manage delivery of services and products to meet standards including:
    • planning and implementing team work activities
    • managing resources                           

Knowledge Evidence

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

  • have detailed product / service knowledge
  • explain the rights and responsibilities of customers and relevant consumer law
  • outline models of customer service
  • explain relevant organisational procedures and standards for customer service standards and relationships

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the customer service field of work and include access to:

  • office equipment
  • business technology
  • workplace documents and policies and procedures
  • customer feedback
  • consumer protection laws and regulations
  • case studies and, where possible, real situations
  • interaction with other

 

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.

 

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.