Course Title: Deliver and monitor a service to customers
Part B: Course Detail
Teaching Period: Term2 2015
Course Code: MKTG6083C
Course Title: Deliver and monitor a service to customers
School: 155T Vocational Health and Sciences
Campus: City Campus
Program: C5312 - Diploma of Dental Technology
Course Contact: Matthew Clayton
Course Contact Phone: +61 3 93411417
Course Contact Email: firstname.lastname@example.org
Name and Contact Details of All Other Relevant Staff
Deliver and Monitor a Service to Customers BSBCUS301B/MKTG6083C
Contact: Matthew Clayton
P: 9341 1417
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
This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title:
BSBCUS301A Deliver and monitor a service to customers
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 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
2.1 Provide prompt service to customers to meet identified needs in accordance with organisational 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 requirements
2.4 Provide assistance or respond to customers with specific needs according to organisational requirements
2.5 Identify and use available opportunities to promote and enhance services and products to customers
3. Monitor and report on service delivery
3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational requirements
3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational 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
On completion of this unit you will have the skills and knowledge required to identify customer needs and monitor service provided to customers.
Details of Learning Activities
- Online material including Powerpoint presentations
- Out-of-class activities
- Written assessment
As per your timetable located on Blackboard under the relevant Group - The course material is scheduled to be available from Blackboard for the SECOND YEAR NON-APPRENTICE group (FT2) on Tuesday September 08 and for the THIRD YEAR APPRENTICE group (DT3) on Monday August 03. Notification will be provided via student email if the date or location of the material is changed.
- Powerpoint available on MYRMIT Blackboard under the program code C5312 and the Unit of Competence Deliver and Monitor a Service to Customers BSBCUS301B/MKTG6083C
- RMIT online learning Hub www.rmit.edu.au/online
- Library www.rmit.edu.au/library
- Internet links
- Journals, Brochures, Pamphlets, Newspapers, Magazines
Overview of Assessment
Assessment will be by assignment (available from Blackboard), to be submitted by "Turn It In" on Thursday November 04. Notification will be provided via student email if the date is changed.
Assignment pass mark: 60%
To achieve a grade of CA (Competency Achieved) for the unit Deliver and Monitor a Service to Customers BSBCUS301B/MKTG6083C you are required to obtain a pass result for the following assessments:
Assignment (available from Blackboard), to be submitted by "Turn It In" on Thursday November 04. Pass mark: 60%
Failure to complete any of the above listed tasks/assessments will result in an NYC (not yet competent) result for unit Deliver and Monitor a Service to Customers BSBCUS301B/MKTG6083C. An NYC (not yet competent result will be entered in the student record. This will result in non-completion of this unit of competence requiring re-enrolment incurring fees and a return to class work and completion of any relevant assessments at the time of the re-enrolment.
(The assessment process must be finalised and a result entered by November 27 2015)
RMIT University requires that you present YOUR work for assessment. Plagiarism is a form of cheating. It is the presentation of the work or idea of another person. Plagiarism is NOT acceptable. Penalities can include charges of acedemic misconduct, cancellation of results and exclusion from your course.
Please note: It is also a disciplinary offence to allow your work to be plagiarised by another student. When signing the coversheet to submit your learning guides and assessments.
Please note: Students may apply for Special Consideration as per the information via the RMIT website http://www1.rmit.edu.au/students/specialconsideration
if they believe complete assessment for this unit by the submission date has been affected by factors beyond their control. Special consideration must be lodged prior to or within 48 hours of the scheduled assessment time or assessment submission date. The application for Special Consideration is NOT granted automatically on application.
RMIT assessment policies - Refer to myRMIT for further details
Assessment Appeal Process:
The Appeals Against Assessment policy and procedure applies to all coursework programs in all careers. The appeal process is staged and students are required to follow each stage in order to ensure their full entitlement to appeal is available http://www1.rmit.edu.au/students/appeals
Course Overview: Access Course Overview