Course Title: Deliver a professional service to customers

Part B: Course Detail

Teaching Period: Term1 2008

Course Code: MKTG9300C

Course Title: Deliver a professional service to customers

School: 650T TAFE Business

Campus: City Campus

Program: C4170 - Certificate IV in Financial Services

Course Contact : Arie Herrnstadt

Course Contact Phone: +61 3 9925 5897

Course Contact

Name and Contact Details of All Other Relevant Staff

Clem Simonetto - Course Co-ordinator for 2008

61 3 9925 54326


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


Course Description

Deliver a professional service to customers. This unit describes to knowledge and skills needed for understanding, clarifying, and meeting the customers needs and expectations and those functions associated with the provision of quality and professional service to customers.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

FNSICCUS401A Deliver a professional service to customers


Identify customer needs and expectations

Performance Criteria:

1. Customer needs and expectations are clarified<o:p></o:p>

2. Special requirements of customers are identified and considered when providing service<o:p></o:p>


Maintain customer confidentiality

Performance Criteria:

1. Customer related business is discussed only in the context of the workplace<o:p></o:p>

  2. Customer information is not released except as indicated in organisation policies, procedures, relevant legislation, and  codes of practice.


Project a positive organisational image

Performance Criteria:

1. Communication with customers is courteous, helpful and appropriate to the relationship and the purpose of the interaction<o:p></o:p>

2. Presentation is at all times consistent with the organisation’s standards<o:p></o:p>


Provide customer service

Performance Criteria:

1.Information based on knowledge of products and/or services is provided to satisfy the customer’s needs<o:p></o:p>

2. Information, if not immediately available, is sourced and/or customer referred to appropriate personnel<o:p></o:p>

3. Confirmation is sought from customer that needs and, where practical expectations have been met<o:p></o:p>

4. Customer service feedback is recorded and provided to appropriate personnel to assist in evaluating whether customer service needs have been met<o:p></o:p>

Learning Outcomes

Refer to performance elements and performance criteria.

Details of Learning Activities

Simulated workplace activities, assignments, working in groups, completion of reports and analysis of written work (articles and reports).

Note taking in class, assessing course materials on the learning hub and completion of class questions and exercises.

Teaching Schedule

 Week beginning  Topics  Assessment
 Week 1 – 11 Feb  Define what constitutes a “bank”, “financial institution”, “customer” and “banking business”.  
 Week 2 – 18 Feb  Investigate the legal implications of various types of customer accounts.  
 Week 3 – 25 Feb  Duties and obligations of a banker and a customer arising from the banker/customer relationship.  
 Week 4 – 3 Mar  Major principles governing bank/finance lending decisions.  
 Week 5 – 10 Mar  Assess the principles and practices of valuing the security support for bank/finance loan.  
 Week 6 – 17 Mar  Assess the principles and practices of valuing the security support for bank/finance loan.  
                                                    Easter Break (Student Vacation) – 20th to 26th March inclusive 
 Week 7 – 31 Mar  Case study exercise  Case study exercise
 Week 8 – 7 April  Detail the characteristics of personal lending and other customer facilities.
 Week 9 – 14 April  Concepts of General Insurance, The Importance of Insurance to Individuals, Life ‘vs’ General Insurance, General Insurance Contracts.  
 Week 10 – 21 April  Insurance Contracts, Utmost Good Faith, Duty of Disclosure, Prescribed contracts, Cancellations and Renewals.
 Week 11 – 28 April  The General Insurance Industry in Australia, Insurance Companies, Insurance Brokers and Agents, Regulatory Authorities.  
 Week 12 – 5 May  Insurance Products, Sum Insured, Excesses. 
 Week 13 – 12 May  Product Types and Extensions.  
 Week 14 – 19 May  Taxes & Levies, Stamp Duty, Fine Service Levy (FSL), Goods and Services Tax (GST).  
 Week 15 – 26 May  Case –study exercise 2  Case –study exercise 2
 Week 16 – 2 June Revision 
 Week 17 – 9 June  Written test  Written test

Learning Resources

Prescribed Texts


Other Resources

Prescribed Text/References
Students are required to access the RMIT Learning Hub.

Recommended Texts
Weaver, P.M. Banking and Lending Practice Serendip Publications

Overview of Assessment

Assessment will incorporate a variety of methods: homework and in class exercises, written tests/exam, practical problem solving exercises, presentations and reports. 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.

You will receive ongoing feedback on your progress in the course. Feedback on assessment will be given in a timely manner. You will be informed about how to improve your performance in the competency/course and what you need to do to be deemed competent or to gain a pass in the assessment.

Assessment Tasks

Assessment Tasks

&middot; A case study exercise requiring students to assess a customer or customers’ financial needs prior to providing the customer with a services based on a financial product commonly delivered by a bank or a financial organization. This will comprise 50% of the assessment for the course.

&middot; A written test, closed book, will comprise: multiple choice, written and problem solving questions. This will comprise 50% of the assessment for the course

Students are assessed against all the performance elements of the course and must demonstrate an understanding of all elements to be deemed competent. To receive a pass for this course a student must also achieve 50% overall.

This unit is co-delivered and co-assessed with MKTG9298C Mainatin customer relationship

Assessment Matrix

 Case studies


Project a positive organisational image yesyes
Identify customer needs and expectations yesyes
Provide customer service yesyes
Maintain customer confidentiality yesyes

Other Information

This unit is co-delivered and co-assessed with MKTG9298C Maintain customer relationship 

Course Overview: Access Course Overview