Course Title: Address customer needs

Part A: Course Overview

Program: C4387 Certificate IV in Telecommunications Engineering Technology

Course Title: Address customer needs

Portfolio: SEH Portfolio Office

Nominal Hours: 50

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)


Course Contact: Program Manager

Course Contact Phone: +61 3 9925 4468

Course Contact Email: vocenengineering@rmit.edu.au



Course Description

This unit describes the skills and knowledge required to manage an ongoing relationship with a customer over a period of time. This includes helping customers articulate their needs and managing networks to ensure customer needs are addressed.

It applies to individuals who are expected to have detailed product knowledge in order to recommend customised solutions. In this role, individuals would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.

Pre-requisite Courses and Assumed Knowledge and Capabilities

Nil



National Competency Codes and Titles

National Element Code & Title:

BSBCUS402 Address customer needs

Elements:

1 Assist customer to articulate needs

2 Satisfy complex customer needs

3 Manage networks to ensure customer needs are addressed


Learning Outcomes

Refer to Elements


Overview of Assessment

 

Assessment Tasks

Students must pass each of the following assessment tasks to demonstrate competent.

Assessments

Assessment 1

Assignment 1

Assessment 2

Assignment 2                 

 

These tasks assess the following Course Learning Outcomes (CLOs):

 

Assessment Mapping Matrix

Elements / Performance Criteria Covered

Assessment 1

Assessment 2

1.1

X

X

1.2

X

X

1.3

X

X

2.1

X

X

2.2

X

X

2.3

X

X

2.4

X

X

3.1

X

X

3.2

X

X

3.3

X

X

3.4

X

X

3.5

x

X

 

To be deemed competent you must demonstrate an understanding of all aspects required of the competency. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks.