Course Title: Implement customer service standards

Part B: Course Detail

Teaching Period: Term2 2014

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:

1. 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:

2. 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:

3. 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 though various technology platforms, 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 NoNational 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

WeekCommenceTopics                                                                        Assessment   E       F      G      H          
17 JulyCourse induction
Employers’ expectations, sales methods and barriers
 1-31-31-31-3
214 JulySales plans 1-31-21-31
321 JulyDetermining customer service needs, setting, standards and systems 1-21-31-31-4
428 JulyImplementing and evaluating service standards 21-31-31-4
54 Aug Consultative and value versus product sales, understanding customersTask 1 due1-3111-2
611 Aug Skills for:
1. Determining client needs,
2. Presenting information.
 21-2 1-3 1-2
718 AugInitial service and selling simulation
practice and feedback
 1-21-2 1-31-3
825 AugInitial service and selling simulation
practice and feedback
 1-21-21-31-3
-1 - 7 SeptMID SEMESTER BREAK     
98 SeptIdentify nature of enquiry  Task 2 due11-31-3
1015 SeptDetermine client suitability 12,3 2-3 
1122 SeptPresent product and manage objections  1-21-2 2,3 
1229 Sept Confirm and close sale  2-3 2,3 
136 Oct Dealing with complaints
Monitor and review sales plan, 
Implementation and customer service 
 2-3 2-4 
1413 OctSales simulation and feedback Task 3 due1-31-31-31-4
1520 OctSales simulation and feedbackTask 3 due1-31-31-31-4
1627 OctResubmission if necessary 1-31-31-31-4

   
  
  
  
  
 


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 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

TASK 1 Group Assignment due Week 5
Full details will be provided on Blackboard, however broadly students will write a case study in report format (maximum 1200 words) regarding implementing customer services standards in a financial service company.
Students to select an organisation and one of its financial products, then:
State the target group it was aimed at, and their specific needs
The main way of promoting and selling this product
The customer service skills staff need for this
The activites necessary for staff to provide these skills
The underlying tasks necessary for managers to support staff in providing customer service
How staff and managers assess the success of their sales and customer service practices.

TASK 2 Individual Assignment due Week 9
Research report (maximum 1000 words) advising financial service staff how to provide good customer service in the following customer interaction scenarios:
• Face-to-face encounters
• Phone calls
• Email enquiries
• Dealing with customer complaints.
If students in either of the above tasks have not shown the necessary competencies, they will be given one opportunity to rewrite and resubmit their assignment within two weeks of being sent 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
Students will take turns in selecting and selling an appropriate financial product to their partner, based on their partner’s profile and particular needs.

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