Course Title: Coordinate implementation of customer service strategies

Part B: Course Detail

Teaching Period: Term2 2013

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:

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

Element:

2. Support implementation of customer service strategies

Performance Criteria:

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

Element:

3. Evaluate and report on customer service

Performance Criteria:

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


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

Students are expected to check their student email and myRMIT online at least weekly for messages. If absent from class you are also responsible for keeping up with any changes and for downloading and reading notes that you have missed.

The nominal hours and topic sequence below is are a guide only and represent the total teaching time and student effort required to successfully complete the course. This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Legend: 
 

Schedule Column No                                            National Code and Course Name                                                                                                                                                                 
             EFNSSAM402A Implement a sales plan
             FBSBCUS401A Coordinate implementation of customer service strategies
             GBSBCUS403A Implement customer service standards
             HFNSSAM401A Sell financial products and services

Weekly Schedule

WeekCommenceTopicsAssessmentEFGH
18 JulyIndustry expectations, sales targets, ingredients, methods and barriers                                                                                           1-3          1-3        1-3          1-3        
215 JulySales plans and targets Task 1 distributed  1-3 1-2 1-3 1
322 JulyDetermining customer service needs, setting, standards and systems Task 1 due1-2  1-3 1-3 1-4
429 JulyImplementing and evaluating service standards Task 2 distributed 1-3 1-3 1-4
55 AugUnderstanding customers, consultative and value selling versus product sales  1-3 1-2
612 AugSkills for:
1. Determining client needs,
2. Presenting information. 
 1-21-3 1-2
719 AugService and sales practiceTask 2 due 1-2  1-21-3 1-3 
826 AugService and sales practice 1-2  1-2  1-3 1-3 
-2 SeptMID SEMESTER BREAK     
99 SeptIdentify nature of enquiry Task 3 distributed1-3 1-3
1016 SeptDetermine client suitability  2,3 2-3 
1123 SeptPresent product and manage objections  1-2  1-2  2,3 
1230 SeptConfirm and close sale, offer cross sell and complete documentation  2-32,3 
137 OctComplaint management, review sales and service implementation  2-3 2-4 
1414 OctSales simulation and feedback Task 3 1-3 1-3 1-3 1-4 
1521 OctSales simulation and feedback Task 3 1-31-31-31-4  
1628 OctSimulation resits if necessary 1-31-3  1-3  1-4  


Learning Resources

Prescribed Texts


References


Other Resources

Access via computer to Blackboard for student notes and activities
Relevant websites
Relevant financial services documents such as promotional pamphlets
 


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

TASK 1 Individual Assignment due Week 3
This will be on customer service expectations and sources.

TASK 2 Group Assignment due Week 7
Using industry examples students, in groups of up to three per group, 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.

If students do not demonstrate the required competencies in either of the above tasks they will be given the opportunity to rewrite and resubmit their assignment within two weeks of being given feedback on their original submission.

TASK 3 Individual Sales Simulation
Students in pairs will be assigned to a specific session during either Week 14 or 15
Each student, in turn, will be required to select and sell an appropriate financial product to their partner based on the profile and needs of their partner.

Assignment Submission Requirements

Assessment tasks must be submitted via the course Blackboard and though Turnitin, a plagiarism checking tool. Turnitin will assess your work in approximately one minute, and return a colour coded response for the originality of the text. For information on Turnitin see:

Student FAQ, http://www.rmit.edu.au/academicintegrity/studentfaq
Student procedures and account setup (pdf),
http://www.rmit.edu.au/academicintegrity/studentprocedures
Turnitin student information page, https://www.turnitin.com/static/training/student.php

Always retain a copy of your assessment tasks (hard and soft copy)
Ensure that you submit assessments on or before the due date. If your performance is affected by unexpected circumstances, you should consider applying for Special Consideration. Information on the process and application forms is available at http://rmit.edu.au/browse;ID=ls0ydfokry9rz .
When submitting any individual or group work for assessment at RMIT University you must complete, sign and submit a cover sheet in which sheet you declare that the work you are presenting for assessment is your own work. An assignment cover sheet is available on blackboard.
Each page of your assessment should include a footer with your name, student number, the title of the assessment, unit code and title and page numbers. For example, Julie Macpherson, s324567, Task 2, MKTG6077C Sell financial products, Page 1 of 10.
Please note that to confirm your competency you may be questioned on any aspect of an assignment you submitted, either as an individual or as part of a group. In the case of a group assignment you may be questioned about any aspect of the assignment, even parts of it you may not have directly prepared.
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 of 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 state 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 recognised against industry standards and employability skills.

The grading is according to the following criteria:

1. LEVEL OF INDEPENDENCE, INITIATIVE, ENTERPRISE AND PERFORMANCE OF WORK TASK
Demonstrates a high level of ability to complete all tasks independently as per the specifications, a high level of initiative in interacting with a customer and selling a financial product.

2. DEMONSTRATED BREADTH OF UNDERPINNING KNOWLEDGE AND A WILLINGNESS TO CONTINUE LEARNING
Demonstrates depth of understanding of the key concepts and knowledge required in interacting with a customer and selling a financial product.

3. TECHNIQUES & PROCESSES, TECHNOLOGY SKILLS AND PROBLEM SOLVING
Shows understanding of the kinds of problems that can arise in interacting with a customer and selling a financial product. and how these may be addressed.

4. WORK ORGANISATION, PLANNING AND SELF MANAGEMENT
Demonstrates effective planning, manage and organise time through appropriately using a diary, submitting their assessments within deadlines.

5. COMMUNICATION, PEOPLE NETWORKING, LANGUAGE AND INTERPERSONAL SKILLS AND TEAMWORK
Contribute constructively and clearly to relevant group and class discussions, also demonstrate good techniques in collecting and providing information to appropriately sell products within the employer’s guidelines.

Final Grades 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

Further information regarding the application of the grading criteria will be provided by your teacher.


Assessment Matrix

Course Overview: Access Course Overview