Course Title: Deliver and monitor service to clients

Part B: Course Detail

Teaching Period: Term1 2012

Course Code: MKTG5352C

Course Title: Deliver and monitor service to clients

School: 345T Media and Communication

Campus: City Campus

Program: C4197 - Certificate IV in Creative Industries

Course Contact : Program Administration - Adam Lovell

Course Contact Phone: 03 9925 4976

Course Contact Email:adam.lovell@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Teacher:  Viv Weir
Phone:     03 9925 8012
Email:      viv.weir@rmit.edu.au

Nominal Hours: 30

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 course covers the delivery and monitoring of service to internal and external clients.  It requires an understanding of the differing service requirements of  new and existing clients.  It includes identifying and defining client needs, delivering client services, monitoring and improving client service delivery and reviewing client service.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

PSPGOV402B Deliver and monitor service to clients

Element:

1. Identify and define client needs

Performance Criteria:

1.1 Client information is used to identify services required.

1.2 Specific needs of clients are recognised and addressed in targeting client services.

1.3 Potential difficulties in providing client services are identified and addressed or referred for recommended action

Element:

2. Deliver client service

Performance Criteria:

2.1 Responses to client enquiries are made in accordance with legislation, policy and procedures.

2.2 Service delivery is provided that is appropriate, timely and accurately targeted.

2.3 Communication with clients is tailored to the situation and their specific needs.

2.4 Negotiation/conflict resolution techniques are used to resolve difficult situations or referrals are made in accordance with organisational policy and procedures.

2.5 Remedial actions are undertaken or recommended for clients with specific needs or in potential areas of difficulty

2.6 Accountablity requirements are identified and used, including organisation clients service charter and/or external review

Element:

3. Monitor and improve client service deliver

Performance Criteria:

3.1 Client service delivery is monitored and regular feedback from colleagues is used to improve personal service.

3.2 Feedback is provided to workgroup members in regard to quality of client service delivery

Element:

4. Review client service

Performance Criteria:

4.1 Client feedback about service is sought and responded to

4.2 Procedural aspects of service delivery are monitored and records are maintained as appropriate

4.3 Proposals for change are based on feedback on service development and delivery

4.4 Modifications to client service are carried out where required, within area of responsibility and limits imposed by government

Learning Outcomes


Students will study the theory of delivering and monitoring services to clients through textbook readings, discussions and class activities. These concepts will also be explored through examining of appropriate real world and simulated environments.


Details of Learning Activities

In class learning activities include, but are not limited to:

Teacher directed group activities
Practical exercises
Group work
Class presentations
Group discussion

 Out of class learning activities include, but are not limited to:

Research
Group work
Individual work


Teaching Schedule

WEEK CONTENT ELEMENTS
WEEK 1

Introduction to the course
Discussion of assessment tasks
Icebreaker Activity

What does client service mean to you?

1.1 - 1.3
2.1 - 2.6
3.1 - 3.2
4.1 - 4.4
WEEK 2

1. Idenfify and define client needs
Client information is used to identify services required
Specific needs of clients are recognised and addressed in targeting client services

 1.1 - 1.3
WEEK 3 Potential difficulties in providing client serices are identified and addressed or referred for recommended action 1.1 - 1.3
WEEK 4

2. Deliver client service
Responses to client enquiries are made in accordance with legislation, policy and procedures
Service delivery is provided that is appropriate, timely and accurately targeted

 2.1 -2.6
WEEK 5 Communication with clients is tailored to the situation and their specific needs 2.1 -2.6
WEEK 6 Negotiation/conflict resolution techniques are used to resolve diffiuclt situations or referrals are made in accordance with organisational policy and procedures 2.1 -2.6
WEEK 7 Remedial actions are undertaken or recommended for clients with specific needs or in potential areas of difficulty 2.1 -2.6
WEEK 8 Accountability requirements are identified and used, including organisation client service charter and/or external review 2.1 - 2.6
WEEK 9

3. Monitor and improve client service delivery
Client service delivery is monitored and regular feedback ffrom colleqgues is used to improve personal service
Feedback is provided to workgroup members in regard to quality of client service delivery. Assignment One Due

 3.1 - 3.2
WEEK 10 Changes inpolicies and procedures that impact upon client relations are conveyed to clients in a timely manner in accordance with organisational policy and procedures 3.1 - 3.2
WEEK 11 Assistance is accessed to assist in dealing with client service issues, meeting changing needs and achieving srvice potential 3.1 - 3.2
WEEK 12

4. Review client service
Client feedback about service is sought and responded to
Procedural aspects of service delivery are monitored and records are maintained as appropriate

  
4.1 - 4.4
WEEK 13 Proposals for change are based on feedback on service development and delivery 4.1 - 4.4
WEEK 14 Modifications to client srvice are carried out where required, within area of responsibility and limits imposed by government 4.1 - 4.4
WEEK 15 Assignment Two Due:  Class Presentations

1.1. - 1.3
2.1 - 2.6
3.1 - 3.2
4.1 - 4.4
WEEK 16 Assignment Two Due: Class Presentations

1.1.- 1.3
2.1 - 2.6
3.1 - 3.2
4.1 - 4.4


Learning Resources

Prescribed Texts

Text Book:  Dwyer, J (2009).  The Business Communicaiton Handbook. (8th ed). NSW; Pearson Education Australia

Class handouts and relevant industry client service publications.

Case studies and workplace scenarios to capture the range of client service delivery situations likely to be encountered


References

You are advied to look at the course Blackboard site for ongoing updated information


Other Resources

Class handouts


Overview of Assessment

Assessment tasks include a case study, class presentation and class activities.


Assessment Tasks

To demonstrate competency in this course, you will need to complete the following pieces of assessment to a satisfactory standard.  You will receive feedback on all assessment.

1.  Assessment Task 1 - Case Study  (45%)   Due Week 9
Answer questions based on your research of a medium sized organisations - individual work.

2.  Assessment Task 2 - Class Presentation (45%) Due week 15/16
Deliver a 15 min. presentation on your related field of study - individual work.

3. Assessment Task 4 - Constructive Participation in 12 - 15 classroom activities (10%)
To be conducted during all classes.  Assessments based on obsrvation.

The details on these assessments and the grading criteria for this competency can be found on the course Blackboard site.

Grades used in this unit are as follows:

80 - 100%          HD            High Distinction
70 - 79%            DI              Distinction
60 - 69%            CR            Credit
50 - 59%            CA            Pass
Under 50%        NN           Fail


Assessment Matrix

The assessment matrix demonstrates alignment of assessment tasks with the relevant Unit of Competency. These are available through the course contact in Program administration

Other Information


Special consideration Policy (Late Submission)
All assessment tasks are required to be completed to a satisfactory level. If you are unable to complete any piece of assessment by the due date, you will need to apply for an extension.
Please refer to the following URL for extensions and special consideration:
http://www.rmit.edu.au/browse;ID=qkssnx1c5r0y;STATUS=A;PAGE_AUTHOR=Andrea%20Syers;SECTION=1;


Course Overview: Access Course Overview