Course Title: Deliver and monitor a service to customers

Part B: Course Detail

Teaching Period: Term2 2016

Course Code: MKTG7965C

Course Title: Deliver and monitor a service to customers

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4375 - Certificate IV in Optical Dispensing

Course Contact: Jade Cusworth, Timothy Haigh

Course Contact Phone: 03 9925 8382 / 03 9925 4846

Course Contact Email: jade.cusworth@rmit.edu.au / timothy.haigh@rmit.edu.au

Name and Contact Details of All Other Relevant Staff

 

Timothy Haigh

 

timothy.haigh@rmit.edu.au

 

+61 3 9925 4846

 

Leigh Robinson

 

leigh.robinson@rmit.edu.au

 

+61 3 9925 4398

 

Ralph Richter

 

ralph.richter@rmit.edu.au

 

+61 3 9925 4783

 

Ludmila Keightley

 

Ludmila.keightley@rmit.edu.au

 

+61 3 9925 4722

 

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 performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. Operators may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.

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

At the end of this unit students should be able to:

• Identify customer needs
• Deliver a service to customers
• Monitor and report on service delivery

Details of Learning Activities

• Read all topics in the Learner Guide: BSBCUS301. .
• Refer to Evidence Portfolio and familiarise yourself with the content
A combination of activities will support students learning in this course, such as:
• Face to face and or online lectures to cover theoretical and practical concepts for each topic in the course
• Students will learn to apply their skills and knowledge to work integrated learning (WIL), during simulations and classroom based learning
• Observations of performance in the workplace and industry placement or simulated environment will be a valuable part of your learning experience
• Tutorial activities (individually and in teams) to discuss, debate, critique and consolidate your ideas and extend your understanding around key concepts within specific topics
• Online discussion and activities support you to collaborate with other students in your course and debate and debate and discuss ideas
• Self directed study time to enhance and strengthen your knowledge and understanding of theoretical concepts
• To further facilitate learning, students are strongly encouraged to use a range of communication tools between themselves and their course instructor as well as between themselves and fellow students by using the online learning platform
 

Teaching Schedule

• OP47 Students who come for blocks of learning at RMIT City campus will be required to attend Cluster 2 on 3.10.2016 
 

Students who form part of the SpecSavers group are required to attend the appropriate Cluster as advised on Blackboard.
 

Topic 1: Apply product knowledge
Topic 2: Approach the customer
Topic 3: Gather information
Topic 4: Sell benefits
Topic 5: Overcome buying objections

Topic 6: Closing the sale

Topic 7: Maximise sales opportunities

Learning Resources

Prescribed Texts

References

Other Resources

• Evidence Portfolio  
• Learner Guide BSBCUS301 Deliver and monitor a service to customers
• PowerPoint Summary
• Additional learning materials available through Learning Hub
• RMIT Library (www.rmit.edu.au/library)
Students should also make note of the Student Services and Study and Learning Centre that are available to all enrolled students (www.rmit.edu.au/studyandlearningcentre)
 

Overview of Assessment

 You must demonstrate Performance and Knowledge Evidence of the unit in order to be deemed competent.
Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks.
You may be assessed by:
• Oral or written questioning
• Oral presentations
• Assignments and projects
• Direct observation of actual work practice
• Presentation of a portfolio of evidence which may comprise documents, and/or photographs and/or video and/or audio files
• Work-based activities
• Third-party feedback from a work supervisor/employer
Primary assessment involves on-going practical and applied assessment in a clinical workplace or simulated environment such as a supervised student clinic or at a Work Integrated Learning (WIL) placement activity.

Competency based training requires you to be in attendance in order for assessment to be undertaken.

Feedback will be provided throughout the semester in class and/or online discussions, through individual and group feedback on practical exercises and by individual consultation.

All Assessment tasks should be performed or submitted by their due dates.
If due to illness or other unforeseen circumstance, you are unable to attend on the due date of an assessment (e.g. test, examination, oral, etc.) OR you do attend, but your performance has been affected, you may submit an APPLICATION FOR SPECIAL CONSIDERATION within 2 working days of the due date. If Special Consideration is granted, you will be given the opportunity to complete/repeat the assessment task at a later date. For advice on this application please visit www.rmit.edu.au/students/specialconsideration  or speak to your Program Coordinator.
If due to illness or other unforeseen circumstance, you are unable to submit by the due date (e.g. assignment, report, project etc.):
• you may submit an APPLICATION FOR EXTENSION OF TIME FOR SUBMISSION OF ASSESSABLE WORK for an extension of time of up to seven (7) calendar days or less. This must be lodged with the Program Coordinator 1 working day before the original due date. If granted, you will have the opportunity to submit up to 7 days later than the original due date. For advice on this application please visit www.rmit.edu.au/students/assessment/extension or speak to your Program Coordinator.
Or:
• you may submit an APPLICATION FOR SPECIAL CONSIDERATION within 2 working days of the due date. If Special Consideration is granted, you will be given the opportunity to submit the assessment task more than 7 days after the original due date. For advice on this application please visit www.rmit.edu.au/students/specialconsideration or speak to your Program Coordinator.

You are expected to prepare all assignments and other written work in a professional manner. More information on general academic study and writing skills can be found on the “Learning Lab” http://emedia.rmit.edu.au/learninglab/. All work submitted for assessment must be submitted electronically unless otherwise advised.

Students must keep a copy of all submitted assessments including electronic copies.
Harvard style is used for all referencing and for bibliography.
RMIT University has a strict policy on academic integrity and plagiarism and. Please refer to the website for more information on this policy. www.rmit.edu.au/students/academic-integrity  
If you have a long term medical condition and/or disability it may be possible to negotiate to vary aspects of the learning or assessment methods. You can contact the program coordinator or the Disability Liaison Unit if you would like to find out more.
Your rights and responsibilities as a student can be found at http://www1.rmit.edu.au/students/rights-and-responsibilities  
This course assessment conforms to RMIT assessment principles, regulations, policies and procedures which are described and referenced at www.rmit.edu.au/students/assessment  

Credit transfer and RPL
Credit transfer is available to students who have already completed the same or similar courses. Recognition of prior learning is available to students who have relevant prior skills or experience. Please refer to http://www.rmit.edu.au/browse;ID=8u7jborsx9dy

 

 

 

 

 

Assessment Tasks

 

1. Complete online test titled SIRXSLS001A Formal Quiz by 22.2.2017. This test consists of completing a series of 10 online questions. These questions may consist of true or false, multiple choice or short answer questions. In order to pass you need to correctly answer seven or more questions (7 out of 10) You must complete the quiz by the date publish on Blackboard.
2. Refer to your Evidence Portfolio and carefully read and complete Evidence Items and Observation checklists. An RMIT University assessor will assess you on these items during a work-based assessment. In addition your work assessor will include a range of verbal questions to ask during these assessments. An RMIT University assessor will talk to your employer to discuss your progress and development of workplace skills. You must complete these Evidence Portfolio Items by 22.2.2017.
3. You will be required to complete a Customer Service Tracking Assignment by 22.2.2017

Please note that you will need to be deemed competency in all these assessments tasks in order to achieve competency for this unit.

Assessment Matrix

         

Interview/ Verbal Questioning

Self-Reflections

Assignment/ Project

Case Study or Role Play

Third Party Verification

Workplace Performance

Research or Report

Portfolio of Evidence

Written Tasks

 

 

NATIONAL UNIT CODE : BSBCUS301B NATIONAL UNIT NAME : Deliver and monitor a service to customers	RMIT CODE:	Co-Delivered with
Elements	Performance Criteria	Related Assessment Tasks	Assessment Method/ Types of Evidence
1. Identify customer needs	1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations	Evidence Log	Workplace Performance
1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational requirements	Evidence Log	Workplace Performance
1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options	Evidence Log	Workplace Performance
1.4 Identify limitations in addressing customer needs and seek appropriate assistance fromdesignated individuals	Evidence Log	Workplace Performance
2. Deliver a service to customers	2.1 Provide prompt service to customers to meet identified needs in accordance with organisational requirements	Evidence Log	Workplace Performance
2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery	Evidence Log	Workplace Performance
2.3 Sensitively and courteously handle customer complaints in accordance with organisational requirements	Evidence Log	Workplace Performance
2.4 Provide assistance or respond to customers with specific needs according to organisational requirements	Evidence Log	Workplace Performance
2.5 Identify and use available opportunitiesto promote and enhance services and products to customers	Evidence Log	Workplace Performance
3. Monitor and report on service delivery	3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational requirements	Evidence Log	Workplace Performance
3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements	Evidence Log	Workplace Performance
3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements	Evidence Log	Workplace Performance
3.4 Regularly seek customer feedback and use to improve the provision of products and services	Evidence Log	Workplace Performance
3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery	Evidence Log	Workplace Performance
Assessment Conditions
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on‑the‑job performance by the candidate	Evidence Log	Workplace Performance
review of reports on customer service delivery	Evidence Log	Workplace Performance
analysis of responses to case studies and scenarios	Evidence Log	Workplace Performance
demonstration of techniques	Evidence Log	Workplace Performance
oral or written questioning to assess knowledge of customer service strategies	Evidence Log	Workplace Performance
Guidance information for assessment   Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended	Evidence Log	Workplace Performance
Performance Evidence
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	Evidence Log	Workplace Performance
Assessment must ensure: -       access to an actual workplace or simulated environment -       access to office equipment and resources -       examples of customer complaints -       examples of documents relating to customer service standards and policies	Evidence Log	Workplace Performance
KnowledgeEvidence
-key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as: -       anti‑discrimination legislation -       ethical principles -       codes of practice -       privacy laws -       financial legislation -       occupational health and safety (OHS)	Written Tasks	Online Assessment
-organisational policy and procedures for customer service including handling customer	Written Tasks	Online Assessment
-service standards and best practice models	Written Tasks	Online Assessment
-public relations and product promotion	Written Tasks	Online Assessment
-techniques for dealing with customers, including customers with specific needs	Written Tasks	Online Assessment
Foundation Skills
Core Skills from the Australian Core Skills Framework (ACSF) Reading	Written Tasks	Assignment/Project
Writing	Written Tasks	Assignment/Project
Oral Communication	Interview/ Verbal Questioning	Workplace Performance
Numeracy	Written Tasks	Assignment/Project
Learning	Written Tasks	Assignment/Project & Workplace Performance
Employability Skills from the Core Skills for Work Framework (CFW)
Navigate the world of work	1a. Manage career and work life	Evidence Log	Workplace Performance
1b. Work with roles, rights and protocols	Evidence Log	Workplace Performance
Interact with others	2a. Communicate for work	Evidence Log	Workplace Performance
2b. Connect and work with  others	Evidence Log	Workplace Performance
2c. Recognise and utilize diverse perspectives	Evidence Log	Workplace Performance
Get the work done	3a. Plan and organise	Evidence Log	Workplace Performance
3b. Make decisions	Evidence Log	Workplace Performance
3c. Identify and solve problems	Evidence Log	Workplace Performance
3d. Create and innovate	Evidence Log	Workplace Performance
3e. Work in a digital world	Evidence Log	Workplace Performance

 

  

 

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