Course Title: Deliver and monitor a service to customers
Part A: Course Overview
Program: C3216
Course Title: Deliver and monitor a service to customers
Portfolio: BUS
Nominal Hours: 35.0
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.Course Code |
Campus |
Career |
School |
Learning Mode |
Teaching Period(s) |
MKTG5925C |
City Campus |
TAFE |
650T TAFE Business |
Face-to-Face or Workplace |
Course Contact: Sylvia Baroutis
Course Contact Phone: +61 3 9925 5469
Course Contact Email: sylvia.baroutis@rmit.edu.au
Course Description
This course covers how to identify customer needs and monitor service provided to customers.
If you are undertaking this course in Melbourne from semester 2, 2012 onward your class will be held in a device-equipped teaching space. Each student group will have access to a laptop. It is however recommended that you have access to a mobile computing device to allow greater flexibility in terms of where you can work on campus both in and outside class times.
Pre-requisite Courses and Assumed Knowledge and Capabilities
None.
National Competency Codes and Titles
National Element Code & Title: |
BSBCUS301A 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
At the conclusion of the course participants will be able to:
- identify the needs and priorities of customers
- distinguish between different levels of customer satisfaction
- treat customers with courtesy and respect
- respond to and report on, customer feedback
- understand and apply organisational policy and procedures for customer service.
Overview of Assessment
Assessment may incorporate a variety of methods including technical requirements documentation, homework, assignments, group and/or individual projects, in class exercises, written and practical tests, problem solving exercises, presentations, direct observation of actual and simulated work practice, presentation of a portfolio of evidence which may comprise documents, and/or photographs and/or video and audio files, review of products produced through work-based or course activities.
Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met. Students will be provided with feedback throughout the course to check their progress.