Course Title: Maintain customer relationship

Part B: Course Detail

Teaching Period: Term2 2008

Course Code: MKTG5750C

Course Title: Maintain customer relationship

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 Email:clem.simonetto@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Jan Kopec
Tel: 61 3 9925 5464
Email: jan.kopec@rmit.edu.au

Nominal Hours: 25

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 needed to maintain an ongoing relationship with customers and retain their business.

This unit is delivered and assessed in conjunction with:
FNSICGEN403B Collect, assess and use information which covers the skills needed for obtaining information and presenting it in an appropriate format;
and FNSICCUS401B Deliver a professional service to customers which covers the 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:

FNSICCUS402B Maintain customer relationship

Element:

FNSICCUS402B/01
Maintain records of customer interaction

Performance Criteria:

1. Customers information is collected and checked with existing records
2. Records of customer interaction are kept up to date
3.Recordsof customer interaction maintained in accordance with organisational procedures and relevant legislation

Element:

FNSICCUS402B/02
Provide ongoing sales service

Performance Criteria:

1. Previous interactions with customer/s are reviewed
2. Steps are taken to determine the customers satisfaction with the product and or service provided
3. Any problems are resolved or referred to relevant personnel
4. Areas where problems occur and information provided to management

Element:

FNSICCUS402B/03
Maintain regular communication with customers

Performance Criteria:

1. Communication is based on information about customers needs
2. Effective regular communication is established with customers
3. Level of communication is appropriate to customer’s requirements


Learning Outcomes



Details of Learning Activities

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

Competency Based Assessment
Students will be provided with more than one opportunity to demonstrate competence. Competency based assessment is detailed below in “Assessment methods” and “Assessment Tasks”.


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 Detail the characteristics of personal lending and other customer facilities.
Week 8 Individual assignment
Week 9 Individual assignment 
Week 10 Concepts of General Insurance, The Importance of Insurance to Individuals, Life ‘vs’ General Insurance, General Insurance Contracts.
Week 11 Insurance Contracts, Utmost Good Faith, Duty of Disclosure, Prescribed contracts, Cancellations and Renewals.
Week 12 The General Insurance Industry in Australia, Insurance Companies, Insurance Brokers and Agents, Regulatory Authorities.
Week 13 Insurance Products, Sum Insured, Excesses,
Week 14 Product Types and Extensions.
Week 15 Taxes & Levies, Stamp Duty, Fine Service Levy (FSL), Goods and Services Tax (GST).
Week 16 Group assignment due 
Week 17 Feedback on assessment


Learning Resources

Prescribed Texts


References

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

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

Essential resources
General Insurance Module is available on the learning hub.


Other Resources

Access to an internet connected computer outside of class times – Internet connected computers are available in the faculty of Business labs on level 3 of building 108, 259 Bourke Street Melbourne.


Overview of Assessment

Assessment tasks will include the following:
1. Class test that require you to use financial information and prepare basic financial reports.
2. An individual assignment that requires you to assess a customer or customers’ financial needs prior to providing the customer with a service based on a financial product commonly delivered by a bank or financial organization.
3. A group assignment that requires you working in groups to research a general insurance product that meets the general insurance, personal and finance needs of a client.

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. Students will be provided with feedback throughout the course to check their progress.


Assessment Tasks

Assessment Tasks

• An individual assignment/case study requiring students to assess a customer or customers’ financial needs prior to providing the customer with a service based on a financial product commonly delivered by a bank or a financial organization. This will comprise 50% of the assessment for the course.

• A group assignment that also requires students to advise/provide customers with a service based on an insurance product commonly delivered by a financial organization. This will comprise 50% of the assessment for the course.


Assessment Matrix

 Individual assignmentgroup assignment
Maintain records of customer interaction                     Y                  Y
Provide ongoing sales service                     Y                  Y
Maintain regular communication with customers                     Y                  Y

This competency is co-delivered with ACCT5236C Collect, assess and use information; MKTG5749C Deliver a professional service to customers

Other Information

This competency is co-delivered with ACCT5236C Collect, assess and use information; MKTG5749C Deliver a professional service to customers

Homework
The student will be required to undertake research and assessment practice outside of regular class times. Homework exercises are provided to the student to facilitate their learning in a self-paced manner and form part of the overall achievement of the competencies in this course. Students are reminded that they are expected to conduct an equal amount of time outside of class, research and furthering their understanding of the concepts being taught, as they do in class to be deemed competent in this course.

Course Overview: Access Course Overview