Course Title: Coordinate implementation of customer service strategies

Part B: Course Detail

Teaching Period: Term1 2009

Course Code: MKTG9241C

Course Title: Coordinate implementation of customer service strategies

School: 650T TAFE Business

Campus: City Campus

Program: C4114 - Certificate IV in Business Administration

Course Contact : Hazel Sims

Course Contact Phone: +61 3 9925 1316

Course Contact Email:hazel.sims@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Nominal Hours: 40

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 covers the skills and knowledge required to advise on and carry out customer service strategies and evaluate customer strategies on the basis of feedback and design strategies for improvement.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCMN410A Coordinate Implementation of Customer Service Strategies

Element:

Advise on customer service needs.

Performance Criteria:

1.1 Customer service needs are clarified and accurately assessed using appropriate comminication techniques.

1.2 Problems matching service delivery to customers are diagnosed and options for improved service are developed within organisational requirements.

1.3 Advice is relevant, constructive and promotes the improvement of customer service delivery.

1.4 Business technology is used to structure and present information on customer service needs.

Element:

Evaluate and report on customer service.

Performance Criteria:

3.1 Client satisfaction with service delivery is reviewed using verifiable data in accordance with organisational requirements.

3.2 Changes necessary to maintain service standards are identified and reported to designated groups and individuals.

3.3 Conclusions and recommendations are prepared from verifiable evidence and provide constructive advice on future directions of client service strategies.

3.4 Systems, records and reporting procedures are maintained to compare changes in customer satisfaction.

Element:

Support implementation of customer service strategies.

Performance Criteria:

2.1Customer service strategies and opportunities are promoted to designated individuals and groups.

2.2 Available budget resources are identified and allocated to fulfil customer service objectives.

2.3 Procedures to resolve customer difficulties and complaints are actioned promptly within organisational requirements.

2.4 Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards.

2.5 Decisions to implement strategies are taken in consultation with designated individuals and groups.


Learning Outcomes



Details of Learning Activities

Learning activities will include class-based and online theory and discussions based on the textbook, industry practice, e-journal submissions, researching the Internet, and an excursion to ACMI.


Teaching Schedule

Week beginning  

Week 1

9 February

Course Guide

Assessments

Text

Face-to face class

Text

Customer Service experience: Excursion to ACMI

ANTA Toolbox:

http://www.tds.holmesglen.vic.edu.au/smallbiz

Week 2

16 February

Advising on customer service needs

Portfolio questions due

Online

Week 3

23 February

Advising on customer service needs

Students to visit the ACMI- Games lab & Memory Grid. Free entry.

Federation Square, Flinders Street, Melbourne www.acmi.net.au

Portfolio questions due

Online

Week 4

2 March

Advising on customer service needs

Portfolio questions due

Online

Week 5

9 March

Advising on customer service needs

Portfolio questions due

Online

Week 6

16 March

Supporting customer service strategies

Portfolio questions due

online

Week 7

23 March

 Supporting customer service strategies

Portfolio questions due

Online

Week 8

30 March

 Supporting customer service strategies

Portfolio questions due

Online

Week 9

6 April

 Supportig customer service strategies

Portfolio questions due

Online

  MID SEMESTER BREAK

Week 10

20 April

 Evaluating and reporting on customer service

Portfolio questions due

Online

Week 11

27 April

 Evaluating and reporting on customer service

Portfolio questions due

Online

Week 12

4 May

 Evaluating and reporting on customer service

Portfolio questions due 

Online

Week 13

11 May

 Evaluating and reporting on customer service

Portfolio questions due

Online 

Week 14

18 May

 Learning Skills Unit

Case Study

How to write a Case Study: RMIT Learning Skills Unit

Portfolio due (75%)

Online

Week 15

25 May

 Revision of competencies

Class Test: Case Study (25%)

Face-to face class

Week 16

1 June

 Case Study  feedbackOnline feedback

Week 17

8 June

 Feedback and Review

Week 18

15 June

 

Feedback and Review


Learning Resources

Prescribed Texts

Custom Text: Aspire (2007) RMIT TAFE Business School Certificate IV, Coordinate implementation of Customer Service Strategies ANTA Toolbox http://www.tds.holmesglen.vic.edu.au/smallbiz/index.htm  


References


Other Resources


Overview of Assessment

Students must demonstrate an understanding of all elements of a particular competency to be deemed competent. Assessment methods have been designed to measure achievements of each competency in a flexible manner. Assessments will incorporate a variety of methods: class exercises, homework, practical project and tests. 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. In addition to the assessments, formative feedback is provided to the students throughout the duration of the course

Learning activities will include class-based discussions, exercises, small group work, online activities, reading and reflection on various activities, together with independent and group research in order to develop competency including the underpinning skills and knowledge.


Assessment Tasks

Assessment 1: Portfolio - Due Week 14 (75%)

Each of the portfolio sections are due in the week listed in your marking guide.  See the Learning Hub for the Portfolio Marking Guide.  Submit your answers using the ejournal for this coursre in the learning hub in the week they are due.  At the final submission, submit your signed marking criteria form with your collated work.

Case Study - Class Week 15 (25%)

A case study will be the focus of a test held in class during week 15.  The Test will cover all elements of competency and will be an open book test.


Assessment Matrix

 

                       Assessment  1

                              Portfolio

                                  75% 

    Case Study

     In-class test

           25%

Advise on customer service needs                                      X              X
Support implementation of customer service strategies                                      X              X
Evaluate and report on customer service                                      X              X

Other Information

Grading

A pass in an assessment piece will result in a grade for the student.   Where a pass is achieved competency for that assessment is given.  Where a pass is not achieved in any assessment piece an NYC (Not Yet Competent) grade will be given.  Competency MUST be achieved for each element of competency within a competency standard for a pass grade (or higher grade) to be given.  Where competency for all elements of competency is not achieved, an overall NN grade will result.

Submission of written work/assessment

All of your written work must conform with RMIT’s guidelines "Written Reports and Essays: Guidelines for Referencing and Presentation in RMIT Business" which can be found on the RMIT website.

All of your written assessment must be lodged by the due date in the format specified for the particular assessment task.  Written assessment must have a footer containing: student number, student name, course code, title of assessment and teacher’s name.

Staple your assignment.  Please do not place in plastic binders or plastic pockets.

Attach a signed Assignment Cover Sheet to each submission of written work or assessment.  Cover sheets are available near the lifts on Level 13.

You must keep a copy of your assignment/written work, which can be produced if the original is lost or damaged.

Late Submission of Work or Assessment

Only in cases of exceptional and genuine hardship (not including inconvenience or poor study planning), will limited extensions be considered.  Students must lodge a completed Application of Extension Form before the official submission date for the work or assessment.  Completed applications are to be addressed to the course coordinator and submitted via Reception on Level 13, Building 108.  Documentary evidence should be provided.  Note: Extensions are not automatically granted.

Course Overview: Access Course Overview