Course Title: Deliver and monitor a service to customers
Part A: Course Overview
Program: C4292
Course Title: Deliver and monitor a service to customers
Portfolio: BUS
Nominal Hours: 35.0
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) |
MKTG5925C |
City Campus |
TAFE |
650T TAFE Business |
Face-to-Face or Workplace |
Course Contact: Kathie Nickson
Course Contact Phone: +61 3 9925 5852
Course Contact Email: kathie.nickson@rmit.edu.au
Course Description
This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-requisite Courses and Assumed Knowledge and Capabilities
nil
National Competency Codes and Titles
National Element Code & Title: |
BSBCUS301A Deliver and monitor a service to customers |
Elements: |
1. Identify customer needs |
2. Deliver a service to customers |
|
3. Monitor and report on service delivery |
Learning Outcomes
Overview of Assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
• direct questioning combined with review of portfolios of evidence and third party workplace reports of on the job performance by the candidate
• review of reports on customer service delivery
• analysis of responses to case studies and scenarios
• demonstration of techniques
• oral or written questioning to assess knowledge of customer service strategies.