Course Title: Provide information to customers

Part B: Course Detail

Teaching Period: Term2 2012

Course Code: MKTG7831C

Course Title: Provide information to customers

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C5282 - Diploma of Laboratory Technology (Biotechnology)

Course Contact: Amberlee Mitton

Course Contact Phone: (03) 9925 8053

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Geraldine Walton - teacher

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

This unit of competency has no prerequisites.

Course Description

This unit of competency covers the ability to respond to both internal and external inquiries of a specialised technical nature. The advice and information requested will require the gathering of information, such as trend analysis, collection of data and samples, confirmation of validity of results, revision of plans or product advice additional to that on data sheets.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

MSL915001A Provide information to customers


1. Assess the request for information and/or advice

Performance Criteria:

1.1. Clarify and confirm the source, nature and priority of the request
1.2. Redirect the request to the relevant section, department or person, if appropriate
1.3. Record the receipt of the request in accordance with enterprise procedures


2. Prepare response

Performance Criteria:

2.1. Locate and obtain required information if available
2.2. If not available, decide whether to obtain or generate the required information given the priority and costs involved
2.3. Seek required approval/authority to release information before proceeding


3. Provide information and/or advice

Performance Criteria:

3.1. Ensure that information is accurate, relevant and complies with enterprise/statutory requirements
3.2. Keep the customer informed of progress when it is not possible to answer immediately
3.3. Notify other relevant personnel of request and response in accordance with enterprise procedures
3.4. Use most appropriate communication method given priority, cost and customer facilities
3.5. Provide information in a format suitable to customer
3.6. Check that the response met the customer's needs and take appropriate actions if required
3.7. Deal with customers politely, efficiently and appropriately, and in accordance with enterprise procedures


4. Record details of the request and response

Performance Criteria:

4.1. Record all information details accurately in accordance with enterprise procedures
4.2. Ensure that all written information is accurate and/or legible
4.3. File all records in the designated place and in accordance with enterprise procedures

Learning Outcomes

Details of Learning Activities

In-class discussions
In-class worksheets
In-class group activities/presentations

Teaching Schedule

110 JulIntroduction
Provide effective customer service
Key terms
Identify client base
Maintaining good customer relations
217 JulAssess and respond to requests
Oral communication
Customer complaints
324 JulProvide information and advice to external Customers
Respond to a request
Gather information
Provide a response
431 JulMaintain and improve customer service Systems
Customer service systems
Assess a request for information
Prepare response
Record details of the request and response
57 AugProvide information: Business Writing
Write Effective Workplace Documents
614 AugWrite short reports
721 AugWork on Business Writing Portfolio
828 AugEXAMS (No class)
94 SepWrite business letters
1011 SepWrite memos & emails
1118 SepWrite technical documents
 25 SepMid Semester Break
122 OctWork on Business Writing Portfolio            
139 OctCollect, analyse and organise Information
Plan and organise a meeting
1416 OctConduct, review and evaluate a meeting
1523 OctConduct, review and evaluate a meeting
1630 OctEXAMS

Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

Assessments for this course typically consist of:
• Class activities
• Assignments
• Presentations 


Assessment Tasks

Worksheets 30%
Business Writing Portfolio 40%
Plan, organise, conduct, review and evaluate a meeting 30%

Assessment Matrix

Course Overview: Access Course Overview