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: Matthew Clayton

Course Contact Phone: +61 3 9341 1417

Course Contact Email: matthew.clayton@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

Not applicable



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       

 

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 and legislative 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           

 

2.1 Provide prompt service to customers to meet identified needs in accordance with organisational and legislative 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 and legislative requirements

2.4 Provide assistance or respond to customers with specific needs according to organisational and legislative requirements

2.5 Identify and use available opportunities to promote and enhance services and products to customers

3 Monitor and report on service delivery          

 

3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements

3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative 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


Overview of Assessment

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

 

 

Assessment

Assessment: Task 1

·     Assignment assessment 1on identifying customer needs

 

Assessment: Task 2

·     Assignment assessment 2 on delivering service to customers

 

Assessment: Task 3

·     Assignment assessment 3 on monitoring and reporting on service delivery

 

 

Assessment Mapping Matrix

 

Elements/Performance Criteria Covered

Ass1

Ass 2

Ass 3

1.1

x

 

 

1.2

x

 

 

1.3

x

 

 

1.4

x

 

 

2.1

 

x

 

2.2

 

x

 

2.3

 

x

 

2.4

 

x

 

2.5

 

x

 

3.1

 

 

x

3.2

 

 

x

3.3

 

 

x

3.4

 

 

x

3.5

 

 

x

                                                                              

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.