Course Title: Deliver and monitor a service to customers

Part A: Course Overview

Program: C5373 Diploma of Dental Technology

Course Title: Deliver and monitor a service to customers

Portfolio: SEH Portfolio Office

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.

Terms

Course Code

Campus

Career

School

Learning Mode

Teaching Period(s)

MKTG7965C

City Campus

TAFE

174T School of VE Engineering, Health & Science

Face-to-Face or Internet or Workplace

Term1 2017,
Term2 2017

Course Contact: Rachael Starr

Course Contact Phone: +61 3 9341 1420

Course Contact Email: rachael.starr@rmit.edu.au



Course Description

This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.

 

It applies to individuals who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over short or long term interactions.

 

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Pre-requisite Courses and Assumed Knowledge and Capabilities

None



National Competency Codes and Titles

National Element Code & Title:

BSBCUS301 Deliver and monitor a service to customers

Elements:

1 Identify customer needs

2 Deliver a service to customers

3 Monitor and report on service delivery


Learning Outcomes

On completion of this course, you should be able to:

1 Identify customer needs

 

2 Deliver a service to customers   

 

3 Monitor and report on service delivery 


Overview of Assessment

Before the critical aspects of evidence are considered all prerequisites must be met.

  

 

To be deemed competent you must demonstrate an understanding of all aspects required of the competency. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks.