Course Title: Implement customer service standards

Part B: Course Detail

Teaching Period: Term1 2017

Course Code: MKTG7949C

Course Title: Implement customer service standards

School: 650T Vocational Business Education

Campus: City Campus

Program: C4369 - Certificate IV in Banking Services

Course Contact: Callie Harvey

Course Contact Phone: +61 3 9925 5772

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


Name and Contact Details of All Other Relevant Staff

Course Co-ordinator and Teacher for Semester 1, 2017:

Claude Marasco

Location: Level 5, 455 Swanston Street, Melbourne.

Telephone: 9925 1651

Email: Claudio.marasco@rmit.edu.au

Availability: Monday to Thursday by appointment only.

Teacher: Michael Elliot

Email: michael.elliot@rmit.edu.au

Availability: By appointment only.

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.

Pre-requisites and Co-requisites

None

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.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS403 Implement customer service standards

Element:

1. Contribute to quality customer service standards

Performance Criteria:

1.1 Access, interpret, apply and monitor customer service standards in the workplace according to organisational standards, policies and procedures


1.2 Make contributions to the development, refinement and improvement of customer service standards, policies and processes

Element:

2. Implement customer service systems

Performance Criteria:

2.1 Encourage all personnel to consistently implement customer service systems


2.2 Review customer feedback in consultation with appropriate personnel and analyse when improving work practices


2.3 Identify customer service problems and make adjustments to ensure continued service quality


2.4 Communicate adjustments in service delivery to all those involved, within appropriate time frames


2.5 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards

Element:

3. Implement team customer service standards

Performance Criteria:

3.1 Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience


3.2 Identify resources required to undertake team tasks while meeting required customer service levels


Learning Outcomes



Details of Learning Activities

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities, class discussions, debate and reviews.  In-class activities will account for 48 of the total nominal hours of 90 allocated to this cluster of three courses. The 42 hours of self-directed learning by students will be taken-up by work on their assessments outside scheduled class time. It is expected that all students participate and contribute in all scheduled learning activities.

The self-paced activities will be delivered thought various technology platforms and include your contribution to wikis and discussion threads, reflective journals, quizzes and interactive sessions. The collaborative classroom based activities will include group discussion, group problem-solving activities and opportunities to practice your skills in a simulated/real workplace environment. Please note that the format for classes will be a three-hour class per session.

 




 


Teaching Schedule

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:
    • Recognition of Prior Learning and Credit Transfers
    • Assessment of current skills and knowledge
  • Competency/Grading Criteria
  • Plagiarism
  • Appeals
  • Extensions
  • Feedback
  • Privacy
  • Submission requirements
  • Resubmission policy
  • Where to get support
  • Student responsibilities.

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.  Please refer to Learning Activities (above) with reference to instructions regarding work to be completed outside teaching hours.

The Teaching Schedule for this course is as follows but please note that it is subject to change.

     WeekWeek CommencingTopics                                                            Assessment   
 1 6/2/2017

Induction Session (please refer above)

Introduction to the course including:
• Course requirements and support documents/resources
• Course Blackboard access
• Accuracy of enrolment
• Assessment requirements/Cover Sheets
• Reminder re Plagiarism/Appeals
• Extensions/Resubmissions
• Feedback in this course
• Getting help

Course(s) Overview

Topic 1 - Introduction to Selling & Customer Service Standards

 
 2 13/2/2017Topic 2 - Customer Service Standards & Handling Customer Complaints 
 3 20/2/2017 Topic 3 - Communication Skills 
 4 27/2/2017Topic 3 - Communication Skills 
 5 6/3/2017 Topic 4 - Preparing for a Sale  Assessment 1 Due
 6 13/3/2017 Topic 5 - Initial Meeting with Customers 
 7 20/3/2017Topic 6 - Presenting the Product and Managing Objectives 
 8 27/3/2017  

Topic 6 - Presenting the Product and Managing Objectives

 
 9 3/4/2017Topic 7 - Prospect for New Clients 
10A 10/4/2017Topic 7 - Prospect for New Clients  (Class Revision for Assessment 2) Assessment 2 Due
10B 17/4/2017Topic 7 - Prospect for New Clients (Class Revision for Assessment 2) Assessment 2 Due
11 24/4/2017 Course Revision and Summary & Assessment 3 Discussion  
12 1/5/2017Topic 8 - Simulation Practice for Assessment 3 Role Play Exercises 
13 8/5/2017 Topic 8 - Simulation Practice for Assessment 3 Role Play Exercises 
14 15/5/2017 Topic 8 - Simulation Practice for Assessment 3 Role Play Exercises 
15 22/5/2017 Role Play Simulation Assessments Assessment 3
16 29/5/2017 

Feedback

Re-Assessments/Re-Submissions (if necessary)
 

 

Please note:

1. 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 bit also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

2. The teaching schedule is subject to change at the teacher’s discretion. Notification of changes can be made directly in class by the teacher, emailed to each student or via an announcement placed on the Blackboard.

3. The mid-semester break will be between Thursday, 13/4/2017 and Wednesday, 19/4/2017.


Learning Resources

Prescribed Texts


References


Other Resources


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.           


Assessment Tasks

Overview of Assessment

This course is co-delivered and co-assessed with the following competencies:

MKTG 7950C - "Sell financial services and products" and MKTG 7952C - "Prospect for new clients". 

The three courses will be taught, delivered and assessed holistically.

MKTG 7950C - Sell financial products and services and MKTG 7952C - Prospect for new clients.  Please refer to the separate course guide on the Program Shell for the Performance and Knowledge Evidence requirements for these two courses.

 

Critical Aspects of Assessment

The critical aspects of assessments are described above in the Performance Evidence requirements for this course.

The assessments for this course have been designed to allow participants to apply their learning to particular simulated work scenarios and demonstrate their competence in a variety of ways.

You are required to complete 3 tasks in this cluster of three courses. You must successfully complete all three tasks to be achieve competency in these courses.

 

TASK 1 - Individual Assignment (Due end of Week 5)


For this Assessment task you are to select one social media or customer feedback site and write a report on customers’ customer service experience. The report must include:
• Customers complaints about a service
• Customers praise about a service
• Management policies and staff practices in response to the complaints and praises
• Staff management/staff responses to the complaints and praises
• A ckecklist for servicing financial services customers.

 

TASK 2 - Individual Assignment (Due end of Week 10)


For this assessment task you are required to write a business report on how to prospect for new clients. You may select a bank or another financial institution that sells to clients a new product or service such as credit cards, home and personal loans. The report must include:
• How to build a rapport with customers, identify their needs and build a relationship
• How to secure a commitment from a client and manage their information
• A thorough knowledge of the product or service being sold to the client
• How to secure more than one product or service to the client, where possible.

 

TASK 3 - Simulation Role Play (Week 15)


For this assessment task you will work in with your teacher or in pairs and role play (each) the parts of a buyer and seller of a bank's banking products and services.
Once you have completed the written assessment you will be required to demonstrate your knowledge and communication skills and present your recommendations, responses and research to a client (teacher) in an interview.

Students will be required to prepare a brief/profile about the client and will also be given a Seller Role Checklist to assist with the type of questions the buyer can expect in the role play assessment. Students will practice in class with their teacher before the assessment date in order to prepare themselves for the actual assessment.
You will be expected to clearly answer a series of questions based on the answers that you have provided in your project.

The purpose of these three assessment tasks is to provide you with the skills and knowledge required to find new clients, sell them products and services, provide good customer service to these clients and how the quality of customer service can consistently be improved across an organisation. 


Assessment Matrix

Other Information

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, Callie Harvey, 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: http://www.rmit.edu.au/students/assessment/extension


Form to use: http://mams.rmit.edu.au/seca86tti4g4z.pdf


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: http://www.rmit.edu.au/browse;ID=g43abm17hc9w


Form to use: http://mams.rmit.edu.au/8a5dgcaqvaes1.pdf


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: http://rmit.edu.au/browse;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.
 

Course Overview: Access Course Overview