Course Title: Provide information to customers

Part B: Course Detail

Teaching Period: Term2 2015

Course Code: MKTG7831C

Course Title: Provide information to customers

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C5283 - Diploma of Laboratory Technology (Pathology Testing)

Course Contact: Amberlee Mitton

Course Contact Phone: (03) 9925 8053

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Muriel Aldunate - 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 prerequisite(s).

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

• Class presentations
• Class Discussions
• Class Activities
• Worksheets 

Teaching Schedule


Week     Week Beginning      Topic                                                                                                                               
9.7 Sep

Provide effective customer/patient service

10.14 Sep

Writing effective workplace documents

Paraphrasing and summarising

11.21 Sep

Oral presentations

12.28 SepWriting technical documents: short reports
13.5 Oct

 Plan and organise a meeting

14.12 OctAdministrative writing: memos, emails and letters In
15.19 Oct

 Conduct a meeting DUE

16.26 OctEXAM WEEK (no class)

Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

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


Assessment Tasks

Number       Assessment                                          Due Week            Weighting % of final mark
  1.            Class participation                                    Ongoing                                20%

  2.            Organise and conduct a meeting           Week  15                                30% 

  3.            In class group work                                  Weeks 13, 14 and 15           30%

  4.            In class worksheets                                  Ongoing                                20%

Assessment Matrix

Please see blackboard

Other Information

• This course is graded in accordance with competency-based assessment, but which also utilise graded assessment

  • CHD Competent with High Distinction (80 – 100%)
  • CDI Competent with Distinction (60 – 79%)
  • CC Competent with Credit (50 – 59%)
  • CAG Competency Achieved – Graded (0 – 49%)
  • NYC Not Yet Competent
  • DNS Did Not Submit for assessment


  •  To pass the course you need to pass each type of assessment. You can’t make up marks from one type of assessment to another (e.g. pass one assessment but fail another).
  •  Late work that is submitted without an application for an extension (see below) will not be corrected.
  •  APPLICATION FOR 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 online at least 24 hours 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. 
  • For missed assessments such as oral presentations- you (& your doctor, if you are sick) must fill out a special consideration form. This form must be lodged online with supporting evidence prior to, or within, 48 hours of the scheduled time of examination

Course Overview: Access Course Overview