Course Title: Work effectively in a customer service environment

Part B: Course Detail

Teaching Period: Term2 2014

Course Code: MKTG7850C

Course Title: Work effectively in a customer service environment

School: 320T Architecture & Design

Campus: City Campus

Program: C5325 - Diploma of Visual Merchandising

Course Contact: Justin Compton

Course Contact Phone: +61 3 9925 4819

Course Contact Email: justin.compton@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Justin Compton

justin.compton@rmit.edu.au

Phone: 99254678

Nominal Hours: 45

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

None

Course Description

In this unit you will develop the skills and knowledge required to work effectively in a customer service business environment as well as build your skills to negotiate within and  support the team.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

SIRXIND101 Work effectively in a customer service environment

Element:

1. Work within organisational requirements.

Performance Criteria:

1.1.Identify and read organisation’s requirements and responsibilities and seek advice from appropriate people where necessary.
1.2.Interpret staff rosters and provide sufficient notice of unavailability for rostered hours according to workplace policy and procedures.
1.3.Develop and use a current working knowledge and understanding of employee and employer rights and responsibilities.
1.4.Comply with relevant duty of care and legal responsibilities, and support organisational culture.
1.5.Identify roles and responsibilities of colleagues and immediate supervisors.
1.6.Identify standards and values considered to be detrimental to the organisation and communicate this through appropriate channels.
1.7.Identify, recognise and follow behaviour that contributes to a safe and sustainable work environment.
 

Element:

2. Support the work team.

Performance Criteria:

2.1.Display courteous and helpful behaviour at all times.
2.2.Take opportunities to enhance the level of assistance offered to colleagues and meet all reasonable requests for assistance within acceptable workplace timeframes.
2.3.Complete allocated tasks as required.
2.4.Seek assistance when difficulties arise.
2.5.Use questioning techniques to clarify instructions or responsibilities.
2.6.Identify and display a non discriminatory attitude in all contacts with customers and other staff members.
 

Element:

3. Maintain personal presentation.

Performance Criteria:

3.1.Observe appropriate dress code and presentation as required by the workplace, job role and level of customer contact.
3.2.Follow personal hygiene procedures according to organisational policy and relevant legislation.
 

Element:

4. Develop effective work habits.

Performance Criteria:

4.1.Interpret, confirm and act on workplace information, instructions and procedures relevant to the particular task.
4.2.Interpret, confirm and act on legal requirements in regard to anti-discrimination, sexual harassment and bullying.
4.3.Ask questions to seek and clarify workplace information.
4.4.Plan and organise daily work routine within the scope of the job role.
4.5.Prioritise and complete tasks according to required timeframes.
4.6.Identify work and personal priorities and achieve a balance between competing priorities.
 


Learning Outcomes


On successful completion of this course, you will have developed and applied the skills and knowledge required to demonstrate your competency in the above elements.


Details of Learning Activities

Learning activities will take place in a lecture theatre where people from the Events, Retail and Stluing industry will present to students.

The mode of delivery for this course will be face to face and online. There will be teacher directed projects and small group projects

Students will also enage in the mentor program and are required to keep an online journal and maintain a daily timesheeet of hours worked with thier mentor

The students are required to present, a small group, to a secondry school or Year 13 to inform them of the Visual Merchandising program.

This course is clustered with EMPL 7055C Plan a Career in the Retail Industry , the investigation into mentor and preparation for applying for mentor will cover this competency


Teaching Schedule

Week         Action Location                         

 

Performance  Criteria  MKTG 7850C                                                                                         

 

Performance Criteria

EMPL7055C

                                                                                         

1

introduction to Mentor

CV/Cover letter brief  1 presented

Black board Navigation

Face to Face lecture

     1.1.Obtain information from advisory services and talk to advisory and experienced personnel to identify the nature of work in a range of retail career options.
1.2.Explore education and training requirements for a range of retail career options.
1.3.Evaluate levels of personal aptitude and fulfilment in relation to a range of retail workplace tasks and responsibilities.
1.4.Evaluate levels of personal interest in a range of retail career options.
1.5.Document optimum career preferences and related education and training requirements.
2.1.Identify opportunities for, and stages of, skill development for selected retail career preferences in consultation with advisory or experienced personnel.
2.2.Evaluate and record current personal skills and knowledge against competencies relevant to career preferences to identify current stage of career development.
2.3.Discuss results of assessment with advisory or experienced personnel and identify additional skill development requirements for career progression.
2.4.Document skill development options for selected career preferences.
3.1.Review and select options for immediate and future skill development in discussion with advisory or experienced personnel.
3.2.Select and document skill development options and allocate timelines for progression.
3.3.Collate skills assessment and career planning documentation and update regularly with skill development evidence.
 
2Self directed learing for brief 1 - refer to resources on Blackboard

on line

  
3Self directed learing for brief 1on line
 
 
4Self directed learing for brief 1on line  
5Self directed learing for brief 1on line  
6

Research into the VM Industry Brief 2 presented

Industry/Workplace Discussion topics on Black board presented

CV/cover letter due

online 1.1.Identify and read organisation’s requirements and responsibilities and seek advice from appropriate people where necessary.
1.2.Interpret staff rosters and provide sufficient notice of unavailability for rostered hours according to workplace policy and procedures.
1.3.Develop and use a current working knowledge and understanding of employee and employer rights and responsibilities.
1.4.Comply with relevant duty of care and legal responsibilities, and support organisational culture.
1.5.Identify roles and responsibilities of colleagues and immediate supervisors.
1.6.Identify standards and values considered to be detrimental to the organisation and communicate this through appropriate channels.
1.7.Identify, recognise and follow behaviour that contributes to a safe and sustainable work environment.
2.1.Display courteous and helpful behaviour at all times.
2.2.Take opportunities to enhance the level of assistance offered to colleagues and meet all reasonable requests for assistance within acceptable workplace timeframes.
2.3.Complete allocated tasks as required.
2.4.Seek assistance when difficulties arise.
2.5.Use questioning techniques to clarify instructions or responsibilities.
2.6.Identify and display a non discriminatory attitude in all contacts with customers and other staff members.
3. Maintain personal presentation. 3.1.Observe appropriate dress code and presentation as required by the workplace, job role and level of customer contact.
3.2.Follow personal hygiene procedures according to organisational policy and relevant legislation.
4. Develop effective work habits. 4.1.Interpret, confirm and act on workplace information, instructions and procedures relevant to the particular task.
4.2.Interpret, confirm and act on legal requirements in regard to anti-discrimination, sexual harassment and bullying.
4.3.Ask questions to seek and clarify workplace information.
4.4.Plan and organise daily work routine within the scope of the job role.
4.5.Prioritise and complete tasks according to required timeframes.
4.6.Identify work and personal priorities and achieve a balance between competing priorities.
 
 
7 - 14Industry/Workplace Discussion topics on Black board

on line

 

 
15

Reserch into the VM industry brief Due

Mentor Rollout presented.

Lecture  
16Industry Workplace Presentations Lecture  
  Semester 3 2015   
 17 Mentor   
 18  Mentor   
 19  Mentor   
20Mentor   
 21  Mentor   
22Mentor   
23Mentor   
24Mentor   
25Mentor   
26Mentor   
27Mentor   
28Mentor   
29Mentor   
30Mentor   
 31  Mentor   
 32  Mentor   


Learning Resources

Prescribed Texts


References


Other Resources

Students will have access to a resource of mentors and thier contact details and are also encouraged to conduct their own research.

There are notes and resource available on Blackboard to assist students with all tasks, these will be updated throughout the semester.


Overview of Assessment

Assessment is on-going throughout the course. Assessment will incorporate a range of methods to assess performance and the application of knowledge and skills.
Assessment tasks in this course are:
1 x reflective journal and supporting documents 

Please note: All Assessment tasks need to be completed before competency is achieved. A number of tasks will be formative to show your progress and development of skills and knowledge throughout the semester. The final task will be summative to provide a level of performance in addition to your competency.


The RMIT assessment charter summarises your responsibilities as a student as well as those of your teachers.


Assessment Tasks

There are 3 Formative Assessment Tasks.

CV and Cover letter Due August 22nd

Research in the VM industry Due: October 20th

Students are also required to contribute to the discussion board, there will be 4 topics that students are required to respond to.

Presentations on Workplace /Industry Due October 27th

And 1 Summative Assessment task.

Mentor reflectve journal Due June 2015

 



Competency based assessment

You will receive feedback with verbal and/or written evaluation of your progress within class time.

The submitted projects will be assessed with written feedback as well as a quality indicator that relates to separate components of the project and the overall outcome.
 

Assessment Grading: Your final level of assessment for this course will be graded as follows.

HD : High Distinction : 80 – 100
DI : Distinction 70 – 79
CR - Credit : 60 – 69
PA - Pass : 50 – 59
NN : Fail - 0 – 49
DNS : Did Not Submit all assignments for assessment.


Assessment Matrix

The assessment matrix demonstrates alignment of assessment tasks with the relevant Unit of Competency. These are available from the course contact person (stated above).

Other Information

Attendance:
The major learning experience involves studio based exercises, demonstration and production. It is strongly advised that students attend all sessions in order to engage in the required learning activities, ensuring the maximum opportunity to gain the competency.
 
Feedback:
You will receive verbal and written feedback by teacher on your work. This feedback also includes suggestions on how you can proceed to the next stage of developing your projects.
Student feedback at RMIT :

http://www.rmit.edu.au/browse;ID=9pp3ic9obks7 (unresolved)




Student Progress:
Monitoring academic progress is an important enabling and proactive strategy to assist you to achieve your learning potential. Student progress policy :

http://www.rmit.edu.au/browse;ID=vj2g89cve4uj1 (unresolved)



 
Special Consideration Policy:  (Late Submission)

All assessment tasks are required to be completed to a satisfactory level. If you are unable to complete any piece of assessment by the due date, you will need to apply for an extension. Please refer to the following URL for extensions and special consideration.

www.rmit.edu.au/students/specialconsiderations/online



 
Submissions
When submitting work for assessment you are required to complete a declaration of authorship. This must be done for every summative assessment task. This statement acknowledges that you are aware of the plagiarism implications. For non-digital submission use the printed form provided.

http://mams.rmit.edu.au/s1llva641yxuz.pdf




For digital online submission please use e-Submission process. Information regarding the e-Submission process can be located e-submission

http://www.rmit.edu.au/teaching/technology/esubmission




Academic Integrity and Plagiarism:
RMIT University has a strict policy on plagiarism and academic integrity. Please refer to the website for more information on this policy go to Academic Integrity :

http://www.rmit.edu.au/browse;ID=kw02ylsd8z3n (unresolved)

Course Overview: Access Course Overview