Course Title: Deliver and monitor a service to customers

Part B: Course Detail

Teaching Period: Term2 2016

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:

Name and Contact Details of All Other Relevant Staff

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


Course Description

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

Performance Criteria:

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

Performance Criteria:

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

Performance Criteria:

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


Learning Outcomes

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

Teaching Schedule

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 APPRENTICE group (DT2) on Thursday 11th Aug. Notification will be provided via student email if the date or location of the material is changed.

Learning Resources

Prescribed Texts


Other Resources

Powerpoint available on MYRMIT Blackboard under the program code C5312 and the Unit of Competence Deliver and Monitor a Service to Customers BSBCUS301B/MKTG6083CRMIT

online learning Hub


Internet links Journals, Brochures, Pamphlets, Newspapers, Magazines

Overview of Assessment


Assessment Tasks

Assessment will be by assignment (available from Blackboard), to be submitted by "Turn It In" on Friday 18th November. Notification will be provided via student email if the date is changed. Assignment pass mark: 60%

Assessment Matrix

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 Friday 18th November. 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 25 2016)

Other Information

Plagiarism 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. Penalties can include charges of academic 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. Special consideration: Please note: Students may apply for Special Consideration as per the information via the RMIT website 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

Course Overview: Access Course Overview