Course Title: Provide information to customers

Part B: Course Detail

Teaching Period: Term2 2014

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

Jacqui Rumble

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

• Teacher directed delivery of lessons
• Class discussion
• Worksheets
• Group work 

Teaching Schedule

Week #Week beginningTopics
17 JulyIntroduction
Provide effective customer service

- Identify client base
- Maintaining good customer relations
214 July- Receive & Convey Messages
321 July- Give & Respond to Instructions
428 JulyProvide Information: Business Writing
- Write Effective Workplace Documents
54 Aug- Paraphrasing and Summarising
611 Aug- Write short reports
718 AugREVISION - worksheets due 22nd August
825 AugExam week- no classes
91 Sept- Write business letters
108 Sept- Write memos and emails
1115 Sept- Write technical documents
 22 Septstudent break
1229 SeptWork on Business Writing Portfolio
(Portfolio due 10th October)
136 OctCollect, analyse and organize information
- Plan and organise a meeting
In-class assessment
1413 Oct- Conduct a meeting In-class assessment
1520 Oct- Conduct a meeting In-class assessment
1627 Octexam week

Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

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


Assessment Tasks

1. In- class worksheets

2. Business writing portfolio

3. Organise & conduct a meeting- group task

Assessment Matrix

#Assessmentweek issuedDate duevalue of final grade
1In-class worksheets1-422nd August30%
2Business Writing
510th October40%
3Organise and conduct a Meeting
(Group Activity)
127th-24th October30%

Other Information

Assessment information:

  • Class participation will be observed and will be a consideration in the grading. Layout and presentation of assessment tasks will be a significant consideration
  • To pass the course you need to pass, on average, each type of assessment (worksheets, reports, assignments, group work etc.).  You can’t make up marks from one type of assessment to another (eg pass the assignement but fail the group work).
  • Late work that is submitted without an application for an extension will not be corrected.
  •  Extension of time for submission of assessable work- A student may apply for an extension of up to 7 days from the original due date. They must lodge the application form (available on the web ) at least the day before the due date. The application is lodged with the School Admin Office on Level 6, Bdg 51. Students requiring longer extensions must apply for Special Consideration (form available on the Web). For missed assessments such as exams- you (& your doctor if you are sick) must fill out a special consideration form. This form must be lodged at the HUB or online with supporting evidence (eg medical certificate), prior to, or within, 48 hours of the scheduled time of examination.
  • In order to be successful in this course, you have to achieve a pass in all of the above assessment tasks. If you miss an assessment task due to unavoidable circumstances, you need to follow the procedure of special consideration and apply within the allowed time frame.

Course Overview: Access Course Overview