Course Title: Coordinate implementation of customer service strategies

Part B: Course Detail

Teaching Period: Term2 2012

Course Code: MKTG5805C

Course Title: Coordinate implementation of customer service strategies

School: 650T TAFE Business

Campus: City Campus

Program: C4297 - Certificate IV in Banking Services

Course Contact : Arie Herrnstadt

Course Contact Phone: +61 3 9925 5897

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


Name and Contact Details of All Other Relevant Staff

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 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

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:

1. Clarify and accurately assess customer needs using appropriate communication techniques
2. Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements
3. Provide relevant and constructive advice to promote the improvement of customer service delivery
4. Use business technology and/or online services to structure and present information on customer service needs.

Element:

2. Evaluate and report on customer service

Performance Criteria:

1. Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements
2. Identify and report changes necessary to maintain service standards to designated individuals and groups
3. Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies
4. Maintain systems, records and reporting procedures to compare changes in customer satisfaction.

Element:

3. Support implementation of customer service strategies

Performance Criteria:

1. Ensure customer service strategies and opportunities are promoted to designated individuals and groups
2. Identify and allocate available budget resources to fulfil customer service objectives
3. Promptly action procedures to resolve customer difficulties and complaints within organisational requirements
4. Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups.


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.


Details of Learning Activities

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.
The activities will be delivered thought various technology platforms and include your contribution to wikis and discussion threads, reflective journals, quizzes and interactive sessions.
The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated/real workplace environment.
We expect you to constructively participate and contribute in all scheduled learning activities.


Teaching Schedule

WeekCommenceTopicsAssessment
025 JuneEmployers expectations, sales methods and barriers 
12 JulySales plansTask 1 due
29 JulyDetermining customer service needs, setting, standards and systems 
316 JulyImplementing and evaluating customer service standards 
423 JulyConsultative and value versus product sales, understanding customers 
530 JulyStudy Week 
66 AugSkills required to:
1. Determine client needs
2. Present information
Task 2 due
713 AugService and selling simulation practice 
820 AugService and selling simulation practice 
 27 AugMid semester break 
93 SeptIdentify nature of the enquiry 
1010 SeptDetermine client’s suitability 
1117 SeptPresent product and manage objections 
1224 SeptConfirm and close sale 
131 OctDealing with complaints
Monitor and review sales plan implementation and customer service
 
148 OctSelling Simulation and feedbackTask 3
1515 OctSelling Simulation and feedbackTask 3
1622 OctRe-submissions if required 


Learning Resources

Prescribed Texts


References


Other Resources

Learning support materials are available on myRMIT/Online Learning Hub www.rmit.edu.au/online.


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.


Assessment Tasks

You are required to complete 3 tasks. You must successfully complete all 3 tasks to be deemed competent in this unit.

TASK 1 due end of Week 2
Resources search and summary.

TASK 2 due end of Week 6
Using industry examples students, in groups, will develop a sales plan and manual specifying the support and skills staff need to be competent in servicing the needs of financial services customers.

TASK 3 due Weeks 14 and 15
Sales simulation involving selling a financial services product. This will be carried out in two stages:
1. Focussing on skills in getting information from and giving information to a client
2. Steps in the sales process.


Assessment Matrix

Other Information

Marking Guide (competency):
Vocational Education and Training (VET) is based on current industry needs and the focus on preparing you for the workplace. Because VET courses are informed by practical application of knowledge and skills, they are based on a system known as ‘competency based training’ (CBT). So when you are assessed in VET it is about whether you are competent to do the job, as well as having a firm grasp on the knowledge and skills required to do that job, as opposed to traditional curriculum based education settings that are often based on knowledge retention.

You need to demonstrate you are competent in each element of the unit of competency you are studying. You will receive feedback on each assessment task that will inform you whether you are competent or not and how well you are performing. Once competent in all elements of the unit you receive a competency grading. Please refer to the Final Grades table below.

Marking Guide (Grading)
After achieving competency we then grade your performance in the unit; this gives you the opportunity to have the level of your performance formally recognized against industry standards and employability skills.
The grading is according to the following criteria:

LEVEL OF INDEPENDENCE, INITIATIVE, ENTERPRISE AND PERFORMANCE OF WORK TASK
You are required to demonstrate a high level of ability to complete all tasks independently as per the specifications as well as demonstrating a high level of initiative in your access of information required for the assessments tasks, accuracy and quality of information presented to the client and appropriate recommendation using the information you have access, analysed and presented.

DEMONSTRATED BREADTH OF UNDERPINNING KNOWLEDGE AND A WILLINGNESS TO CONTINUE LEARNING
You need to show a depth of understanding of the key concepts and knowledge of the financial products covered in the assessment tasks, including personal loans and overdrafts and general insurance products. Accuracy of all related interest rates, repayment calculations, fees and charges is essential.

TECHNIQUES & PROCESSES, TECHNOLOGY SKILLS AND PROBLEM SOLVING
Demonstration of appropriate use of technology to assist in presenting all tasks clearly and suitable for the intended audience. This requires use of bank and financial institution web sites to access financial data and demonstrate a capacity to use financial calculators to calculate repayments and credit limits.

WORK ORGANISATION, PLANNING AND SELF MANAGEMENT
You must complete all work requirements as per course requirements and timely submission of all required assessment tasks. You need to collate data and organize it in a presentable format that meets the requirements of the assessment tasks.

COMMUNICATION, PEOPLE NETWORKING, LANGUAGE AND INTERPERSONAL SKILLS AND TEAMWORK
Communication skills and teamwork is required to collaboratively complete this course.

Final Grade Table
CHD Competent with High Distinction
CDI Competent with Distinction
CC Competent with Credit
CAG Competency Achieved – Graded
NYC Not Yet Competent
DNS Did Not Submit for assessment

Course Overview: Access Course Overview