Course Title: Implement customer service standards

Part B: Course Detail

Teaching Period: Term1 2012

Course Code: MKTG5810C

Course Title: Implement customer service standards

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: 30

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
FNSSAM402A - Implement a sales plan
BSBCUS401A - Coordinate implementation of customer service strategies

Course Description

The course is designed to give you the skills and knowledge to contribute to the implementation of quality customer service standards and systems in organisations


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS403A Implement customer service standards

Element:

Contribute to quality customer service standards

Performance Criteria:

1.1 Access, interpret, apply and monitor customer service standards in the workplace in accordance with organisational standards, policies and procedures
1.2 Make contributions to the development, refinement and improvement of customer service standards, policies and processes.

Element:

Implement customer service systems

Performance Criteria:

2.1 Encourage all personnel to consistently implement customer service systems
2.2 Review customer feedback in consultation with appropriate personnel and analyse when improving work practices
2.3 Identify customer service problems and make adjustments to ensure continued service quality
2.4 Communicate adjustments in service delivery to all those involved, within appropriate timeframes
2.5 Coordinate and manage delivery of services and products to ensure they effectively and efficiently meet agreed quality standards.

Element:

Implement team customer service standards

Performance Criteria:

3.1 Plan and implement team and work activities to meet customer needs and expectations, and to minimise inconvenience
3.2 Identify resources required to undertake team tasks while meeting required customer service levels.


Learning Outcomes


When you successfully complete this course you will be able to:

• provide the customer service to match the needs of internal and external customers.
• develop organisational standards, policies and procedures for customer service.
• implement standards, policies and procedures to address customer service problems.
 


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. Course Code and Name
E FNSSAM401A Sell financial products and services
F FNSSAM402A Implement a sales plan
G BSBCUS401A Coordinate implementation of customer service strategies
H BSBCUS403A Implement customer service standards

WeekCommence  Topics                      AssessmentE   F   G    H   
16th FebEmployers expectations, sales methods and barriers 1-41-31-31-3
213th Feb Sales plans  1-3  
320th FebDetermining and setting customer service needs, standards and systemsAssess 11.1-4.1 1.1-3.11-3
427th FebImplementing and evaluating customer service standards   1.1-3.41-3
55th MarchConsultative versus traditional selling and understanding customersAssess 21.1-4.11.3,2.1,.31.21.1-2.4
612 MarchSkills required to:
1. Determine client needs:
2. Present information
 1.1-3.2 1.31.1-2.4
719th MarchService and selling simulation practice 1.1-3.2 1.1-1.41.1-2.4
826th MarchService and selling simulation practice 1.1-3.2 1.1-1.41.1-2.4
92nd AprilIdentify nature of the enquiry 1.1-3 1.1 
99th AprilIdentify nature of the enquiry 1.1-3 1.1 
1016th AprilDetermine client’s product suitability 2.1-3 1.2 
1123rd AprilPresent product and manage objections 3.1-2 1.3 
1230th AprilConfirm and close sale 4.1-3   
137th MayDealing with customer complaints
Monitor and review sales plan implementation and customer service
  3.1-32.3
3.1-3.4
2.2-3.2
1414th MaySelling Simulation and feedbackAssess 31-41.2-31.1-41.1,2.2-3
1521st MaySelling Simulation and feedbackAssess 31-41.2-31.1-41.1,2.2-3
1628th MayRe-submissions if required     


Learning Resources

Prescribed Texts


References


Other Resources

Learning support materials are made available on myRMIT/Online Learning Hub www.rmit.edu.au/online. Access to an Internet connected computer outside of class times – Internet connected computers are available in the Business Portfolio labs on Level 3 of Building 108, 239 Bourke Street Melbourne.


Overview of Assessment

Assessment will incorporate a group assignment and final assessment.

The group assignment requires students to research customer service standards in the financial services industry and produce a manual to implement these standards.

Students will be asked to personally demonstrate their assessment 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, and you must successfully complete all 3 tasks to be deemed competent in this unit.

TASK 1 due end of Week 3
List and summarise website and other resources available to research customer service standards.

TASK 2 due end of Week 5

Using industry examples students, in groups, will develop a sales plan and a manual specifying the support and skills staff need to be competent in implementing customer service standards.

TASK 3 Due end of 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

Assessment Tasks

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

TASK 1 due end of Week 3
List and summarise website and other resources available to research customer service standards.

TASK 2 due end of Week 5

Using industry examples students, in groups, will develop a sales plan and a manual specifying the support and skills staff need to be competent in implementing customer service standards.

TASK 3 Due end of 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.


Submission Requirements

Assessment tasks need to be submitted via Blackboard.

You should:

• Ensure that you submit assessments on or before the due date. If your performance in the assessment 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 website.
• Always retain a copy of your assessment tasks. (hard copy and soft copy)
• When you submit work for assessment at RMIT University you need to use a cover sheet that includes a declaration and statement of authorship. You must complete, sign and submit a cover sheet with all work you submit for assessment, whether individual or group work. On the cover sheet you declare that the work you are presenting for assessment is your own work. An assignment cover sheet for submission of work for assessment is available on blackboard.
• Each page of your assessment should include 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.



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
Students demonstrate 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 implementing customer service standards.

2. DEMONSTRATED BREADTH OF UNDERPINNING KNOWLEDGE AND A WILLINGNESS TO CONTINUE LEARNING
Students demonstrate depth of understanding of the key concepts and knowledge required in implementing customer service standards.

3. TECHNIQUES & PROCESSES, TECHNOLOGY SKILLS AND PROBLEM SOLVING
Students show understanding of the kinds of problems that can arise in implementing customer service standards. and how these may be addressed.

4. WORK ORGANISATION, PLANNING AND SELF MANAGEMENT
Students demonstrate that they can effectively plan, manage and organise their time through appropriately using their diary, submitting their assessments within deadlines.

5. COMMUNICATION, PEOPLE NETWORKING, LANGUAGE AND INTERPERSONAL SKILLS AND TEAMWORK
Students contribute constructively and clearly to relevant group and class discussions. They should also demonstrate good techniques in collecting and providing information in order to implement customer service standards.

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.

Course Overview: Access Course Overview