Course Title: Address customer needs

Part A: Course Overview

Program: C4223

Course Title: Address customer needs

Portfolio: BUS

Nominal Hours: 50.0

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.

Course Code	Campus	Career	School	Learning Mode	Teaching Period(s)
MKTG5949C	City Campus	TAFE	650T TAFE Business	Face-to-Face or Internet or Workplace
MKTG9311C	Star City NSW	TAFE	650T TAFE Business	Face-to-Face
MKTG9312C	Billabong QLD	TAFE	650T TAFE Business	Face-to-Face

Course Contact: Sylvia Baroutis

Course Contact Phone: +61 3 9925 5469

Course Contact Email: sylvia.baroutis@rmit.edu.au

Course Description

This unit describes the performance outcomes, skills and knowledge required to manage the ongoing relationship with a customer, which includes assisting the customer to articulate their needs, meeting customer needs and managing networks to ensure customer needs are addressed. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

This unit applies to workers required to be familiar with a product and/or service that varies widely and is capable of significant customisation. The customer relationship would typically involve direct interaction a number of times over an extended period. This unit is appropriate to workers who are expected to have detailed product knowledge in order to recommend customised solutions. They would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.

Pre-requisite Courses and Assumed Knowledge and Capabilities

Not applicable.

National Competency Codes and Titles

National Element Code & Title:	BSBCUS402A Address customer needs
Elements:	1. Assist customer to articulate needs
	2. Satisfy complex customer needs
	3. Manage networks to ensure customer needs are addressed

Learning Outcomes

Overview of Assessment

Assessment may incorporate a variety of methods including technical requirements documentation, homework, assignments, group and/or individual projects, in class exercises, written and practical assessments, problem solving exercises, presentations, direct observation of actual and simulated work practice, presentation of portfolio of evidence which may comprise documents, and/or photographs and/or video and audio files, review of products produced through work based or course activities.

Students are advised that they are likely to be asked to personally demonstrate tgheir 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.