Course Title: Manage quality customer service

Part B: Course Detail

Teaching Period: Term2 2016

Course Code: EMPL7073C

Course Title: Manage quality customer service

School: 650T Vocational Business Education

Campus: City Campus

Program: C5338 - Diploma of Leadership and Management

Course Contact: Suzanne Maugeri

Course Contact Phone: +61 3 9925 1466

Course Contact Email: suzanne.maugeri@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Vivien Wong
Tel:  +61 3 9925 5494
Email:  v.wong@rmit.edu.au 

Nominal Hours: 40

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

This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.

It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS501 Manage quality customer service

Element:

1 Plan to meet internal and external customer requirements

Performance Criteria:

1.1 Investigate, identify, assess, and include the needs of customers in planning processes 1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers

Element:

2 Ensure delivery of quality products and services

Performance Criteria:

2.1 Deliver products and services to customer specifications within organisation's business plan 2.2 Monitor team performance to consistently meet the organisation's quality and delivery standards 2.3 Help colleagues overcome difficulties in meeting customer service standards

Element:

3 Monitor, adjust and review customer service

Performance Criteria:

3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards 3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services 3.3 Develop, procure and use resources effectively to provide quality products and services to customers 3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups 3.5 Manage records, reports and recommendations within the organisation's systems and processes


Learning Outcomes



Details of Learning Activities

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.

The self-paced activities will be delivered through various technology platforms and may include your contribution to wikis and discussion threads, reflective journals, quizzes and interactive sessions.

The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practise your skills in a simulated/real workplace environment.

We expect you to participate and contribute in all scheduled learning activities.


Teaching Schedule

WeekCommencingTopicAssessment
    
14 Jul

Induction Session
Prior to training commencement a program level induction session will be conducted that comprises the following:
• Program overview and requirements
• MyRMIT/Blackboard
• Overview of assessment requirements
• Pre-Training Review including:
o Recognition of Prior Learning and Credit Transfers
o Assessment of current skills and knowledge
• Competency/Grading Criteria
• Plagiarism
• Appeals
• Extensions
• Feedback
• Privacy
• Submission requirements
• Resubmission policy
• Where to get support 
• Student responsibilities

Sessions 1 & 2

Introduction to the Course including:
• Course requirements
• Course support documents
• Course Blackboard access
• Accuracy of enrolment
• Assessment requirements/Cover Sheets
• Reminder re Plagiarism
• Reminder re Appeals
• Extensions/Resubmissions
• Feedback in this course
• Reminder re submission requirements
• Getting help

Orientation activities

 
211 Jul

Element 1: Plan to meet internal and external customer requirements
Cole, Chapter 20

Session 1
What is customer service (CS)?
- The difference between good and excellent service
Who are your customers? (1.1)
Internal and external customers – pp 617 – 621
Meeting Customer needs – p 625-28, 633
Legislation related to CS (Knowledge evidence)

Session 2
Customer service standards – p 621 (Knowledge Evidence) (1.2)
- The concept of CS standards
- How to write a CS standards document

 
318 JulElement 1: Plan to meet internal and external customer requirements
Cole, Chapter 20

Session 1
Manage CS culture (1.2)
- How an organisation develops its CS culture
- Organisational operating environment
How to manage CS culture (1.2)
How to improve CS standards, policies and procedures (1.2)
- Purpose of policies/procedures
Customer service best practice models (Knowledge Evidence)

Session 2
Work on Assessment 1
 
425 Jul

Element 2: Ensure delivery of quality products and services
Cole, Chapter 20

Session 1
Manage delivery of services  (2.1)
Building customer relationships – p631-33 (Knowledge Evidence)
Monitor team performance on meeting delivery of services (2.2)

Session 2
Work on Assessment 1 

Assessment 1
Customer service report -
individual
51 Aug

Element 2: Ensure delivery of quality products and services
Element 3: Monitor, adjust and review customer service
Cole, Chapter 20

Session 1
Support CS delivery staff (2.3)
- Identify and resolve customer difficulties and complaints – pp 638-45

Session 2
Monitor progress in achieving CS targets and standards (3.1)

 
68 Aug

Element 3: Monitor, adjust and review customer service
Cole, Chapter 20

Session 1
Monitor CS
- Obtaining customer feedback – p 636 (3.2)
Adjust CS
- Identify and use resources for quality CS delivery (3.3)

Session 2
Consult on and adjust CS
- Use feedback to improve products/services (3.4)
- Identify and use of resources for quality CS delivery (3.3)
- Keep good records – p 631 (3.5)

 
715 Aug

Sessions 1 & 2
Work on Assessment 2
 

 
 822 Aug

Sessions 1 & 2
In-class assessment

Assessment 2
Customer service ppt
presentation - group
  

 

 
   

 


Learning Resources

Prescribed Texts

Cole, K 2016, Management theory & practice, 6e, Cengage Learning, South Melbourne.


References


Other Resources

Dwyer, J 2016 The Business Communication Handbook, 10e, Cengage Learning, South Melbourne (chapter 12).


Overview of Assessment

In order to achieve competency in this unit, you must provide:

Performance Evidence

 Evidence of the ability to:  

  • develop and manage organisational systems for quality customer service
  • develop and review plans, policies and procedures for delivering and monitoring quality customer service
  • implement policies and procedures to ensure quality customer service
  • solve complex customer complaints and system problems that lead to poor customer service
  • monitor and assist teams to meet customer service requirements
  • develop, procure and use human and physical resources to support quality customer service delivery.                           

Knowledge Evidence

To complete the unit requirements safely and effectively, you must:

  • outline the legislative and regulatory context of the organisation relevant to customer service
  • describe organisational policy and procedures for customer service including handling customer complaints
  • identify service standards and best practice models
  • summarise public relations and product promotion
  • outline techniques for dealing with customers including customers with specific needs
  • explain techniques for solving complaints including the principles and techniques involved in the management and organisation of:
    • customer behaviour
    • customer needs research
    • customer relations
    • ongoing product and/or service quality
    • problem identification and resolution
    • quality customer service delivery
    • record keeping and management methods
    • strategies for monitoring, managing and introducing ways to improve customer service relationships
    • strategies to obtain customer feedback.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the customer service field of work and include access to:

  • legislation, regulations and codes of practice related to customer service
  • business technology
  • workplace documentation and resources
  • complex customer complaints
  • case studies and, where possible, real situations
  • interaction with others.

Feedback

Feedback will be provided throughout the semester in class and/or online discussions.  You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.

You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.


Assessment Tasks

To be deemed competent in this unit, students must successfully complete 2 assessments. 

The assessments may take place in the classroom and simulated office, and will require research to be undertaken in the simulated business and online.

Assessment 1: Part A - Customer service Report due Week 4 (individual assignment)
Element - Plan to meet internal and external customer requirements

Purpose

The assessment provides students with the knowledge and skills to identify key customers of DLM Enterprise, the customers’ expectations and to develop strategies and plans for quality customer service.

Write a customer service report for DLM Enterprise and address the following questions:-

1. Briefly explain the meaning of a "best practice" model of customer service.  Research and identify an organisational example of a “best practice” model of customer service. Explain why it is effective.  Write at least 300 words. Use Harvard Ref system to cite courses of your information.  (Knowledge evidence)

2. Research and identify DLM Enterprise’s internal and external customers? What are their needs and wants? (Element 1.1)

3. Write at least 3 customer service standards for DLM Enterprise to include quality, time and cost considerations. An example of a standard might be “We will provide accurate information the first time round”. Your standards must be practical for DLM Enterprise, accepted and signed off by at least three other team members (internal customers) at DLM Enterprise. (Element 1.2)


Assessment 2: Parts B and C – Customer service presentation (20 minutes) due Week 8 (group).  It can be a powerpoint presentation.
Element 2 – Ensure delivery of quality products and services
Element 3 – Monitor, adjust and review customer service

Purpose

The assessment provides students with the knowledge and skills to develop and review:
- policies and procedures for quality customer service delivery
- techniques to resolve customer complaints and problems arising from system problems and poor customer service
- methods to monitor, adjust and evaluate customer service

Prepare Part B of the customer service presentation for DLM Enterprise and address the following areas:-

4. What is your policy/procedure on customer service/product delivery? How did you monitor your team performance to meet the service and delivery standards? (Elements 2.1, 2.2)

5. How did your team handle customer complaints and disputes? How did you monitor customer behaviour and relations? (Element 2.2)

6. What strategies did you develop and use to obtain feedback to improve customer service? What methods will you use to evaluate your customer service? (Element 3.2)

7. What strategies did you develop and use to monitor/support your team’s performance in achieving customer service standards? How did you help team members to overcome difficulties in meeting customer service standards set out in Part A, Q3? (Elements 2.2, 2.3, 3.1)

8. How did you develop, acquire and use resources to provide quality products and services to customers? (Element 3.3)

9. What decisions did you make to overcome problems and to adapt customer services, products and service delivery in consultation with your team members and other teams in DLM Enterprise? (Element 3.4)

10. What are your policy and procedure to manage records, reports and customer service recommendations within DLM Enterprise’s systems? (Element 3.5)

Prepare Part C of the customer service presentation by answering all the questions using the organisation, Metro Trains in Melbourne.  (Knowledge evidence)

11. Look up Metro’s website and outline how Metro promote their products and services.

12. What legislation applies to Metro that is relevant to customer service?

13. A customer’s myki card cannot touch on at a non-premium train station (ie, no staff are stationed there). Other passengers’ cards can touch on so the problem does not lie with the validation machine. He fears being fined by a ticket inspector for travelling without a validated ticket. His myki also has $100 worth of travel on it.

The customer presses the emergency button and you respond to it.  The customer seeks your advice. What do you suggest that he should do so that his travel is not interrupted and he avoids being fined if he comes across a Metro ticket inspector?

(Each student in a team may be asked to individually demonstrate their skills and knowledge for this unit, in order to verify competency, if required.)
 


Assessment Matrix

Other Information


Submission Requirements

You should:

• Ensure that you submit assessments on or before the due date.
• Always retain a copy of your assessment tasks. (hard copy and soft copy)
• When you submit work for assessment at RMIT University you need to use a cover sheet that includes a declaration and statement of authorship. You must complete, sign and submit a cover sheet with all work you submit for assessment, whether individual or group work. On the cover sheet you declare that the work you are presenting for assessment is your own work. An assignment cover sheet for submission of each assessment task is available on blackboard.
• Each page of your assessment should include footer with your name, student number, the title of the assessment, unit code and title and page numbers. For example, Julie Macpherson, 324567, Task 2, OHS2345C Ensure safe workplace, Page 1 of 10.


Late Submission Procedures
You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates.

If you are prevented from submitting an assessment item on time, by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.

More Information: http://www.rmit.edu.au/students/assessment/extension

Form to use: http://mams.rmit.edu.au/seca86tti4g4z.pdf

Where an extension of greater than seven days is needed, you must apply for special consideration. Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination.

More Information: http://www.rmit.edu.au/browse;ID=g43abm17hc9w

Form to use: http://mams.rmit.edu.au/8a5dgcaqvaes1.pdf


Resubmissions
If you are found to be unsuccessful in a Course Assessment Task you will be allowed one resubmission only. Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission. The highest grade you will receive if your resubmission is successful is “CAG”. 

If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible.


Adjustments to Assessment
In certain circumstances students may be eligible for an assessment adjustment. For more information about the circumstances under which the assessment arrangements might be granted please access the following website:

More Information: http://rmit.edu.au/browse;ID=7usdbki1fjf31

Marking Guide (Competency):

You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying.

You will receive feedback on each assessment task that will inform you about your progress and how well you are performing.


Marking Guide (Grading)

After achieving competency we then grade your performance in the unit and you will achieve one of the following grades:

Final Grades table:

CHD Competent with High Distinction
CDI Competent with Distinction
CC Competent with Credit
CAG Competency Achieved – Graded
NYC Not Yet Competent
DNS Did Not Submit for assessment

Further information regarding the application of the grading criteria will be provided by your teacher.
 

Course Overview: Access Course Overview