Course Title: Coordinate implementation of customer service strategies

Part A: Course Overview

Program: C4297

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 Internet or Workplace	Term1 2012, Term1 2013, Term2 2012, Term2 2013, Term2 2014

Course Contact: Arie Herrnstadt

Course Contact Phone: +61 3 9925 5897

Course Contact Email: arie.herrnstadt@rmit.edu.au

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.

Pre-requisite Courses and Assumed Knowledge and Capabilities

There are no pre-requisites to this course but it is co-delivered with:

FNSSAM401A - Sell financial products and services
FNSBNK406A - Manage customer visits
BSBCUS403A - Implement customer service standards
BSBCUS401A - Coordinate implementation of customer service strategies

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

Upon the conclusion of this course you will be able to advise on customer service needs, support the implementation of customer service strategies and be able to evaluate and report on customer service standards.

Overview of Assessment

Assessment may incorporate a variety of methods including a group assignment and sales simulation. 

The group assignment requires students to research finance industry expectations and prepare a customer service manual for use by staff.

Students will be asked to demonstrate their assessment work to their teacher to ensure the relevant competency standards are being met. Students will be provided with periodic feedback through the course to check their progress.