Course Title: Coordinate implementation of customer service strategies

Part B: Course Detail

Teaching Period: Term2 2010

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 McDonald - Course Coordinator

Building 108, Level 13, 239 Bourke Street, Melbourne

Tel: 992 55134

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:

Customer service needs are clarified and accurately assessed using appropriate communication techniques 

Problems matching service delivery to customers are diagnosed and options for improved service are developed within organisational requirements 

Advice is relevant, constructive and promotes the improvement of customer service delivery 

Business technology is used to structure and present information on customer service needs

Element:

2. Support implementation of customer service strategies

Performance Criteria:

Customer service strategies and opportunities are promoted to designated individuals and groups 

Available budget resources are identified and allocated to fulfil customer service objectives 

Procedures to resolve customer difficulties and complaints are actioned promptly within organisational requirements 

Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards 

Decisions to implement strategies are taken in consultation with designated individuals and groups

Element:

3. Evaluate and report on customer service

Performance Criteria:

Client satisfaction with service delivery is reviewed using verifiable data in accordance with organisational requirements

Changes necessary to maintain service standards are identified and reported to designated groups and individuals

Conclusions and recommendations are prepared from verifiable evidence and provide constructive advice on future directions of client service strategies

Systems, records and reporting procedures are maintained 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

Teaching Schedule

Week beginningContentRequirements
Week 1 - 5 JulyIntroduction; Course Guide; Toolbox; What is customer service? 
Week 2 - 12 JulyChapter 8: Identify customer needs & Deliver a service to customersText & Learning Hub
Week 3 - 19 JulyChapter 8: Communicate effectively on the telephoneText & Learning Hub
Week 4 - 26 JulyChapter 8: Monitor and report on service deliveryText & Learning Hub
Week 5 - 2 AugChapter 9: Establish working relationships with customers Text & Learning Hub
Week 6 - 9 Aug

Chapter 9: Plan to meet internal and external customer requirements

Text & Learning Hub
Week 7 - 16 AugChapter 9: Ensure delivery of quality products and servicesText & Learning Hub
Week 8 - 23 AugChapter 9: Monitor, adjust and report customer serviceText & Learning Hub
30 Aug - 5 SepMid semester break 
Week 9 - 6 Sep

Assessment Activity

Text & Learning Hub


Learning Resources

Prescribed Texts

Judith Dwyer, The Business Communication Handbook 8th Ed. Pearson Eduction Australia

9781442502666


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

Students will complete a case studies individually in class during Week 9 worth a total of 50 marks.

Students will also complete a trading assessment throughout the semester in the Virtual Enterrpise worth a total of 50 marks.


Assessment Matrix

Grading Information

GradeMarkDescription
HD>= 80High distinction (Competency achieved)
DI70-79Distinction (Competency achieved)
CR60-69Credit (Competency achieved)
PA50-59Pass (Competency achieved)
NN<50(Not yet competent)
CANot applicableCompetency achieved
NYCNot availableNot yet competent

Assessment Matrix

Element of competencyAssessment Case StudyVirtual Enterprise
Advise on customer service needsYesYes
Support implementation of customer service strategiesYesYes
Evaluate and report on customer serviceYesYes

Other Information

Special Consideration

Special consideration allows the University to take account of unexpected circumstances that can affect your ability to complete an assessment. Examples of unexpected or extenuating circumstances for eligibility may include:
• Serious illness with a significant impact e.g. hospital admission, concussion, serious injury, asthma attack or depression. It does not include illnesses with minor impact such as a cold, headache, period pain or stomach ache.
• Loss or bereavement e.g. death of a close family member, family/relationship breakdown.
• Hardship or trauma e.g. victim of serious crime, sudden loss of income or employment, severe unexpected disruption to domestic arrangements.

How to apply

You must apply for special consideration no later than two working days after the relevant examination or assessment deadline. You must complete the Special Consideration Application form available at rmit.edu.au/students/forms and lodge the original and one photocopy at the Hub on your campus. You can also lodge the application and supporting documentation via fax to tel. 9925 8845 or send scanned copies via email to special.consideration@rmit.edu.au.

Please note that in 2010 it is anticipated that applications for special consideration will move to an online process. More information about this new process will be available at rmit.edu.au/students/specialconsideration.

Your application must be supported by a medical impact statement and/or relevant supporting documentation. A medical certificate alone is not sufficient. If you cannot obtain the impact statement or supporting documents within two days, you should lodge an incomplete application form and provide the additional documents within five business day.

Late applications can only be accepted in extenuating circumstances and their submission requires the approval of the Academic Registrar.

Assessment of applications

All special consideration applications are considered by a panel of health and academic experts, convened by the Academic Registrar. All communication about your application will be through your RMIT student email account. It is your responsibility to check your RMIT student email account regularly, promptly respond to any requests for information or action and ensure your account can receive incoming emails.

Extensions of time for submission of assessment – seven days or fewer

If you are seeking an extension of seven calendar days or fewer from the original due date you must meet certain eligibility criteria (similar to special consideration) and complete an Application for Extension of Time for Submission of Assessable Work form and lodge it with the School. Forms are available at rmit.edu.au/students/forms.

Arrangements for lodging forms can vary according to individual school procedures. It is your responsibility, as the applicant, to check whether the form should be lodged with the school administrative officer, the course coordinator or program coordinator. Except in exceptional circumstances the application must be lodged no later than one working day before the official due date.

Employability skills

Employability skills are included in this course and are based on broad industry requirements.

Course Overview: Access Course Overview