Course Title: Deliver a professional service to customers

Part B: Course Detail

Teaching Period: Term2 2008

Course Code: MKTG5749C

Course Title: Deliver a professional service to customers

School: 650T TAFE Business

Campus: City Campus

Program: C4210 - Certificate IV in Financial Services

Course Contact : Clem Simonetto

Course Contact Phone: +61 3 9925 5426

Course Contact

Name and Contact Details of All Other Relevant Staff

Jan Kopec

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.

If you are undertaking this course in Melbourne from semester 2, 2012 onwards your teacher will advise you if you require access to a computer for the course. It is recommended that you have access to a mobile computing device to allow greater flexibility in terms of where you can work on campus outside class times.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

FNSICCUS401B Deliver a professional service to customers


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
2. Presentation is at all times consistent with the organisation’s standards


Identify customer needs and expectations

Performance Criteria:

1. Customer needs and expectations are clarified
2. Special requirements of customers are identified and considered when providing service<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
2. Information, if not immediately available, is sourced and/or customer referred to appropriate personnel
3. Confirmation is sought from customer that needs and, where practical expectations have been met
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>


Maintain customer confidentiality

Performance Criteria:

1. Customer related business is discussed only in the context of the workplace
2. Customer information is not released except as indicated in organisation policies, procedures, relevant legislation, and codes of practice.

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   Define what constitutes a “bank”, “financial institution”, “customer” and “banking business”.  
 Week 2  Investigate the legal implications of various types of customer accounts.  
 Week 3  Duties and obligations of a banker and a customer arising from the banker/customer relationship.  
 Week 4  Major principles governing bank/finance lending decisions.  
 Week 5  Assess the principles and practices of valuing the security support for bank/finance loan.  
 Week 6  Assess the principles and practices of valuing the security support for bank/finance loan.  
 Week 7  Individual asignment - Case study exercise  Individual assignment - Case study exercise
 Week 8 Detail the characteristics of personal lending and other customer facilities.
 Week 9  Concepts of General Insurance, The Importance of Insurance to Individuals, Life ‘vs’ General Insurance, General Insurance Contracts.  
 Week 10  Insurance Contracts, Utmost Good Faith, Duty of Disclosure, Prescribed contracts, Cancellations and Renewals.
 Week 11  The General Insurance Industry in Australia, Insurance Companies, Insurance Brokers and Agents, Regulatory Authorities.  
 Week 12  Insurance Products, Sum Insured, Excesses. 

 Week 13

 Product Types and Extensions.  
 Week 14  Taxes & Levies, Stamp Duty, Fine Service Levy (FSL), Goods and Services Tax (GST).  
 Week 15 Group assignment  
 Week 16 Group assignmentGroup assignment 
 Week 17 Feedback on assessment  

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 MKTG5750C Mainatin customer relationship and ACCT5236C Collect, assess and use information

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 MKTG5750C Maintain customer relationship and ACCT5236C Collect, assess and use information

Course Overview: Access Course Overview