Course Title: Provide information to customers

Part B: Course Detail

Teaching Period: Term2 2017

Course Code: MKTG7990C

Course Title: Provide information to customers

School: 174T School of VE Engineering, Health & Science

Campus: City Campus

Program: C5362 - Diploma of Laboratory Technology (Pathology Testing)

Course Contact: Amber Mitton

Course Contact Phone: +61 3 9925 8053

Course Contact Email: amber.

Name and Contact Details of All Other Relevant Staff

Dr. Muriel Aldunate

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


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, and revision of plans or product advice additional to that on data sheets.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

MSL915001 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 workplace 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 workplace/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 workplace 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 workplace


4. Record details of the request and response

Performance Criteria:

4.1 Record all information details accurately in accordance with workplace 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 workplace procedures

Learning Outcomes

Details of Learning Activities

Group work & discussions
role plays


Teaching Schedule






4th Sep

Provide effective customer/patient service




11th Sep

Writing effective workplace documents

Paraphrasing and summarising

In class work sheet



18th Sep

Oral presentations

Oral presentations( Communicate with other people/Sustainability)




25th Sep

Writing technical documents: short reports

In class worksheet



2nd Oct

Plan and organise a meeting

In class group work



9th Oct

Administrative writing: memos, emails and letters

In class group work



16th Oct

Conduct a meeting

Conduct a meeting assessment



23 rd Oct

exam week



Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

In- class activities

organisation and conduction of a meeting

Assessment Tasks

 Assessment Due date Value
 Class participation ongoing 20%
 In class worksheets ongoing 20%
 In class group work weeks 13, 14, 15 30%
 Organise & conduct a meeting week 15 30%

Assessment Matrix

Other Information

Assessment 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 (70 – 79%)
CC Competent with Credit (60 – 69%)
CAG Competency Achieved – Graded (50 – 59%)
NYC Not Yet Competent
DNS Did Not Submit for assessment


  • To pass the course you need to pass, on average, each type of assessment (exams, pracs, and assignments etc.) For example, if there are two exams you need to have an average of 50% to pass and you also need to have passed the other assessment types. You can’t make up marks from one type of assessment to another (e.g. pass the exams but fail the prac component)
  • A minimum of 80% attendance at practical classes is required to pass this course. If you are sick you should submit a medical certificate to 6th floor office addressed to the Program Coordinator. If you miss a practical class that is a prac report write up you need to provide a medical certificate (or other evidence) and arrange an alternative report with your teacher
  • 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 exams- 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


Plagiarism is the presentation of the work, idea or creation of another person as though it is your own. It is a form of cheating and is a very serious academic offence that may lead to expulsion from the University. Plagiarised material can be drawn from, and presented in, written, graphic and visual form, including electronic data and oral presentation. Plagiarism occurs when the origin of the material used is not appropriately cited. It also occurs through enabling plagiarism, which is the act of assisting or allowing another person to plagiarise or to copy your own work. Please make sure you consider this carefully in completing all your work and assessments in this course and if you are unsure about whether you might have plagiarised, seek help from your teacher. 

Course Overview: Access Course Overview