Course Title: Deliver and monitor a service to customers

Part B: Course Detail

Teaching Period: VE 2018

Class Number: All

Class Section: All

For flexible terms and optional semesters, a Part B course guide may have been published for the entire teaching period, or for the specific class number in which you are enrolled. If there is no Part B course guide published for your specific class number, please refer to the guide for the teaching period in which you are enrolled. Enrolment Online is the definitive source for details regarding your class enrolment.

Course Code: MKTG7965C

Course Title: Deliver and monitor a service to customers

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

Campus: City Campus

Program: C5373 - Diploma of Dental Technology

Course Contact: Rachael Starr

Course Contact Phone: +61 3 9341 1420

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


Name and Contact Details of All Other Relevant Staff

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.

Pre-requisites and Co-requisites

None

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.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS301 Deliver and monitor a service to customers

Element:

1 Identify customer needs

Performance Criteria:

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

Element:

2 Deliver a service to customers

Performance Criteria:

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

Element:

3 Monitor and report on service delivery

Performance Criteria:

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


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 


Details of Learning Activities

You will learn through a number of planned activities (face to face classes, simulated workplace learning, online learning and other forms of structured teaching and learning). You will be observed and assessed through their planned activities throughout the duration of the course.


Teaching Schedule

Delivered in classrooms and simulated laboratories, schedules vary from group to group so schedule is posted online.


Learning Resources

Prescribed Texts


References


Other Resources

Students will be able to access course information and learning materials through CANVAS.

CANVAS is an online resource with the lesson plans for each unit. Within CANVAS are the session plans, assessments, resources and other materials required for completion of each unit of competency.

Additional materials maybe provided in class and lists of relevant reference books, resources in the library and accessible Internet sites will be provided where possible. During the course, you will be directed to websites to enhance your knowledge and understanding of difficult concepts.


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.


Assessment Tasks

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.


Assessment Matrix

 ElementAssessment 1Assessment 2Assessment 3
 1.1 xxx
1.2   
1.3   
1.4   x
2.1  
2.2   
2.3   
2.4   
2.5x  
3.1x  
3.2x x
3.3 x 
3.4 xx
3.5xx 

Other Information

Credit Transfer and/or Recognition of Prior Learning (RPL):
You may be eligible for credit towards courses in your program if you have already met the learning/competency outcomes through previous learning and/or industry experience. To be eligible for credit towards a course, you must demonstrate that you have already completed learning and/or gained industry experience that is:

  • Relevant
  • Current
  • Satisfies the learning/competency outcomes of the course

Please refer to http://www.rmit.edu.au/students/enrolment/credit to find more information about credit transfer and RPL.
 

Study and learning Support: 
Please Refer http://www.rmit.edu.au/studyandlearningcentre to find more information about Study and learning Support 

Equitable Learning Services (ELS):

Please refer to https://www.rmit.edu.au/students/support-and-facilities/student-support/equitable-learning-services to find more information about services offered by Equitable Learning Services (ELS).

Late submission: 
Please refer to https://www.rmit.edu.au/students/student-essentials/forms/assessment-forms  to find more information about late submissions.


Special consideration: 
Please Refer http://www.rmit.edu.au/students/specialconsideration to find more information about special consideration 

Plagiarism: 

Plagiarism is a form of cheating and it is very serious academic offence that may lead to expulsion from the University. 

Please Refer: www.rmit.edu.au/academicintegrity to find more information about plagiarism. 

Other Information: 

All email communications will be sent to your RMIT email address and you must regularly check your RMIT emails.

Course Overview: Access Course Overview