Course Title: Coordinate implementation of customer service strategies

Part B: Course Detail

Teaching Period: Term2 2009

Course Code: MKTG5805C

Course Title: Coordinate implementation of customer service strategies

School: 650T TAFE Business

Campus: City Campus

Program: C4223 - Certificate IV in Business Administration

Course Contact : Sylvia Baroutis

Course Contact Phone: +61 3 9925 5469

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


Name and Contact Details of All Other Relevant Staff

Janet Mc Donald Course Leader

Phone: 9925 5134

Email: janet.mcdonald@rmit.edu.au

Nominal Hours: 40

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

There are no pre-requisites or co-requisites for this course.

Course Description

This unit describes the performance outcomes, skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

This unit contains employability skills.

This unit applies to individuals with a broad knowledge of customer service strategies who contribute well developed skills in addressing customer needs and problems. They may have responsibility to provide guidance or to delegate aspects of these tasks to others.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS401A Coordinate implementation of customer service strategies

Element:

1. Advise on customer service needs

Performance Criteria:

Clarify and accurately assess customer needs using appropriate communication techniques

Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements.

Provide relevant and constructive advice to promote the improvement of customer service delivery

Use business technology and/or online services to structure and present information on customer service needs

Element:

2. Support implementation of customer service strategies

Performance Criteria:

Ensure customer service strategies and opportunities are promoted to designated individuals and groups

Identify and allocate available budget resources to fulfil customer service objectives

Promptly action procedures to resolve customer difficulties and complaints within organisational requirements

Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups

Element:

3. Evaluate and report on customer service

Performance Criteria:

Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements

Identify and report changes necessary to maintain service standards to designated individuals and groups

Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies

Maintain systems, records and reporting procedures to compare changes in customer satisfaction


Learning Outcomes



Details of Learning Activities

Learning activities will include class-based and online theory and discussions based on the text book, industry practice and research.


Teaching Schedule

Week BeginningContentRequirements
Week 1 - 6 JulyCourse Guide; Assessments; What is customer service?The Hub
Week 2 - 13 JulyEmployability skills and customer service. Text & The Hub
Week 3 - 20 JulyAdvising on customer service needsText & The Hub
Week 4 - 27 July

Advising on customer service needs; Assessment 1 due 4 pm Friday 31 July.

Text & The Hub
Week 5 - 3 AugSupporting the implementation of customer service strategiesText & The Hub
Week 6 - 10 Aug

Supporting the implementation of customer service strategies; Assessment 2 due 4 pm Friday 14 August

Text & The Hub
Week 7 - 17 AugEvaluating and reporting on customer serviceText & The Hub
Week 8 - 24 Aug

Evaluating and reporting on customer service; Assessment 3 due 4 pm Friday 28 August

Text & The Hub
 Mid semester break 31 Aug - 6 SeptText & The Hub
Week 9 - 7 SeptFinal assessmentText, The Hub & Printing credits


Learning Resources

Prescribed Texts

BSBCUS401A Coordinate Implementation of customer service strategies

9781740427746


References


Other Resources


Overview of Assessment

Students must demonstrate an understanding of all elements of a particular competency to be deemed competent.  Assessment methods have been designed to measure achievement of each competency in a flexible manner.  Assessment may incorporate a variety of methods including:  a portfolio of evidence, analysis of responses to case studies and scenarios, written questioning to assess knowledge of customer service techniques and strategies and a review of systems, records and reporting procedures to compare changes in customer satisfaction. Due to the complex nature of this competency, students may be required to demonstrate competency in any element more than once. 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.  In addition, formative feedback will be provided to students throughout the course.


Assessment Tasks

Assessment 1, 2 & 3  15% each (Refer to Course Schedule for due dates)

Students will be given a case study to complete individually.  The case studies are to be submitted to the Assignment Box with an Assignment Cover Sheet completed correctly. Late submissions will not be accepted without an approved ’Application for Extension of Time for Submission of Assessable Work’  form.

Assessment 4 Week 9 25%

A case study will be the focus of a test in class in Week 9. This test will cover all elements of competency and will be open book.

Assessment 5 Virtual Enterprise due Week 16 or earlier by negotiation (30%)

You will buy and sell goods and services for Reflective Records Virtual Enterprise. You will make a minimum of six transactions for both selling and purchasing, and document the trading cycle to its completion. Refer to the marking criteria guide for this assessment located at the Learning Hub for this course.


Assessment Matrix

Element of competencyAss 1Ass 2Ass 3Ass 4Ass 5
Advising on customer service needsYes  YesYes
Supporting the implementation of customer service strategies Yes YesYes
Evaluating and reporting on customer service  YesYesYes

Other Information

This course/competency includes the employability skills listed below:

Communication

Teamwork

Problem solving

Initiative and enterprise

Planning and organising

Self-management

Learning

Technology

From July 2008 students issued with Training Package qualifications have been informed by their Registered Training Organisation that Employability Skills Summaries for Training Pactage qualifications can be downloaded from http://employabilityskills.training.com.au . Registered Training Organisations are required to add the mandartory sentence providing the URL for the Employability Skills Summaries to Training Package and Qualification Testamurs from 1 January 2009. The Australian Qualification Framework Implementation Handbook has been amended to show this requirement.

Course Overview: Access Course Overview