Course Title: Deliver and monitor a service to customers

Part B: Course Detail

Teaching Period: Term1 2019

Course Code: MKTG7965C

Course Title: Deliver and monitor a service to customers

School: 174T School of VE Engineering, Health & Science

Campus: City Campus

Program: C4375 - Certificate IV in Optical Dispensing

Course Contact: Jade Cusworth

Course Contact Phone: 03 9925 8382

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Timothy Haigh

 +61 3 9925 4846


Leigh Robinson

 +61 3 9925 4398


Ralph Richter

 +61 3 9925 4783


Ludmila Keightley

 +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


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


1. Identify customer needs

Performance Criteria:

1. 1. Identify customer needs

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 Deliver a service to customers

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

See elements above

Details of Learning Activities

• Refer to Evidence Log 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

FT19 Full time group

Semester 1

Week 1 to Week 9

Thursdays and Fridays afternoons, 2.00pm until 5.00pm

Commencing on 14th February, 2019. 


Week 11 to 13 Thursday afternoons 2.00pm until 5.00pm


Learning Resources

Prescribed Texts


Other Resources

• Evidence Portfolio  
• Learner Guide SIRXSLS001A Sell products and services
• PowerPoint Summary
• Additional learning materials available through Learning Hub
• RMIT Library (
Students should also make note of the Student Services and Study and Learning Centre that are available to all enrolled students (

Overview of Assessment


Assessment Task 1: Assignment

Assessment Task 2: Workplace Evidence Log 





Assessment Tasks

FT19  Full Time Group:

  1. Sales Major Assignment Due: 14/06/19
  2. Evidence Log: 1st submission Due: 31/05/19 & 2nd submission Due: 18/10/19

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

Workplace evidence log: a collection of evidence activities to prove competence, knowledge and skill in a variety of elements and performance criteria across a range of units.



Assessment Matrix

Levels of Attainment


(Not Yet Satisfactory)


Answer is not yet to the required standard. Demonstrates little or no knowledge of concepts and skills needed.



(Not Yet Satisfactory)


Answer covers basic requirements with limited translation and interpretation of the concepts, skills and procedures learned.





Answer reached the required standards. Interpretation of concepts, skills and procedures learned will enable performance at a level appropriate to the workplace





Answer demonstrates a thorough understanding of the concepts, skills and procedures. Can function independently in different environments.





Course Overview: Access Course Overview