Course Title: Coordinate implementation of customer service strategies

Part A: Course Overview

Program: C4226

Course Title: Coordinate implementation of customer service strategies

Portfolio: BUS

Nominal Hours: 40.0

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)
MKTG5805C	City Campus	TAFE	650T TAFE Business	Face-to-Face or Workplace
MKTG9304C	Star City NSW	TAFE	650T TAFE Business	Face-to-Face or Workplace
MKTG9305C	Tabcorp QLD	TAFE	650T TAFE Business	Face-to-Face or Workplace
MKTG9309C	Billabong QLD	TAFE	650T TAFE Business	Face-to-Face or Workplace

Course Contact: Sylvia Baroutis

Course Contact Phone: +61 3 9925 5469

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

Course Description

This course is designed for people who have a broad knowledge of customer service strategies and service but who wish to enhance their ability to advise on, carry out and evaluate customer service
strategies, including the design of improvement strategies based on feedback. 

Pre-requisite Courses and Assumed Knowledge and Capabilities

None

National Competency Codes and Titles

National Element Code & Title:	BSBCUS401A Coordinate implementation of customer service strategies
Elements:	1. Advise on customer service needs
	2. Support implementation of customer service strategies
	3. Evaluate and report on customer service

Learning Outcomes

At the conclusion of the course participants will be able to:

- identify needs and priorities of the organisation in delivering services to customers
- respond to and report on customer feedback
- design strategies to improve delivery of products and services
- understand and apply the principles of customer service.

Overview of Assessment

Assessment may incorporate a variety of methods including in-class exercises, problem-solving exercises, assignments, group or individual projects, presentations and written or practical tests, as well as homework activities.

Other activities may be workplace-based or simulated work practices.  These may include the production of technical requirements documents, direct observation of workplace practices and the presentation of a portfolio of evidence.  This portfolio may include documents, photographs, video and/or audio files.

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.