Course Title: Deliver a professional service to customers

Part B: Course Detail

Teaching Period: Term1 2010

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

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


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


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

To achieve the learning outcomes of the course students are required to participate in the learning activities listed below:

•Simulated workplace activities, assignments, working in groups, completion of reports and analysis of written work
•Completion of tutorial exercises consisting of practical problems, short answer questions, multiple choice, case studies and extension exercises;
•Attendance, participation and discussion in class;
•Optional consultation with academic staff;
•Completion of three (3) assessment tasks as indicated below.

Teaching Schedule

Week beginning Topics Assessment tasks Assessment tasks
Week 1 Introduction to personal finance 
Week 2  Introduction to personal finance 
 Week 3 Introduction to personal financial statements
Week 4 Introduction to personal financial statements 
Week 5 Introduction to personal financial statements 
Week 6Class TestClass Test
Week 7 Define what constitutes a “bank”, “financial institution”, “customer” and “banking business”
Week 8 Major principles governing bank/finance lending decisions 
Week 9 Assess the practices for bank/finance loan
Week 10 Detail the characteristics of personal lending and other customer facilities 
Week 11 Individual assignment - case study exercise Case study exercise
Week 12 Concepts of General Insurance, The Importance of Insurance to Individuals, General Insurance Contracts
Week 13 Insurance Contracts, Utmost Good Faith, Duty of Disclosure, Cancellations and Renewals 
Week 14 Insurance Products, Sum Insured, Excesses 
Week 15 Taxes & Levies, Stamp Duty, Fine Service Levy (FSL), Goods and Services Tax (GST) 
Week 16 Group assignment - case –study exercise 2 Case–study exercise 2
Week 17 Feedback on assessment  

Learning Resources

Prescribed Texts

References and Further Readings
• Print-based resources
Students will be provided with a learner’s guide that will include tutorial discussion questions, short answer questions and problem sets, self-directed exercises, some solutions and core notes for each topic.


Other Resources

Learning support materials are made available on the Online Learning Hub
Access to an Internet connected computer outside of class times – Internet connected computers are available in the Business Portfolio labs on Level 3 of Building 108, 239 Bourke Street Melbourne.

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

 The assessment will consist of:

1. Class test comprising 20% of the assessment of the unit. It will be conducted in week 6.

2. 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 of financial organization. This will comprise 50% of the assessment for the course.

3. A group assignment requiring students working in groups to research a general insurance product that meets the general insurance, personal and finance needs of a client. This will comprise 30% of the assessment for the course

Competency and grading requirements:
To be deemed competent students must demonstrate an understanding of all elements of a competency. Assessment methods have been designed to measure achievement of each competency in a flexible manner over multiple tasks. 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.

All competency based assessments for this course must be completed to achieve CA. Each assessment task will also carry a numerical weighting to be used for grading purposes. The grade applied to this weighting will only be awarded if a CA has been achieved in all compulsory assessment tasks.

If a student has been marked NYC (Not Yet Competent) in any of the assessment tasks, the weighting will carry no value until the student has obtained CA. If a CA is achieved on re-assessment then a maximum mark of 50% of the original weighting will be granted for that assessment.

Reassessments will only be granted to students who were either unsuccessful in the first attempt or have an approved special consideration application.

This unit is co-delivered and co-assessed with the following units of competency:
ACCT5236C Collect, assess and use information
MKTG5750C Maintain customer relationship

A course guide has been prepared for each competency.

Assessment Matrix

 Class TestIndividual case study Group assignment – case study
Project a positive organisational image Y
Identify customer needs and expectationsY
Provide customer service YYY
Maintain customer confidentiality  YY

Other Information

A. This unit is co-delivered and co-assessed with the following units of competency:
ACCT5236C Collect, assess and use ifnromation
MKTG5750C Maintain customer relationship

B. Assessment criteria
The following lists the assessment criteria for Topics one and two.

Introduction to Accounting

Explain what accounting is and why accounting is considered an information system. 
Identify potential users of accounting information 
Discuss the potential information requirements of each user 
Distinguish between internal and external users of accounting information 
Explain the role of accounting in decision-making, planning and control.

Introduction to Financial Statements

Discuss the definition and purpose of the balance sheet as per the AASB Framework.for the Preparation and Presentation of Financial Statements. 
Define assets, liabilities and equity as per the Framework 
Identify and justify from a list of accounts which accounts are assets, liabilities and equity items 
Distinguish between current assets and non current assets and current liabilities and non current liabilities for a sole proprietor, 
Prepare a classified balance sheet for a sole proprietor from a list of accounts. 
Classify items as asset, liability, equity, revenue or expense. 
From a list of account balances prepare the income statement and balance sheet for a sole proprietor. 
Describe the purpose of the cash flow statement as per the Framework. 
From a list of transactions or summaries of cash payments and cash receipts prepare a simple statement of cash flow 

Course Overview: Access Course Overview