Course Title: Deliver and monitor a service to customers

Part B: Course Detail

Teaching Period: Term2 2015

Course Code: MKTG6098C

Course Title: Deliver and monitor a service to customers

School: 130T Vocational Engineering

Campus: City Campus

Program: C4338 - Certificate IV in Plumbing and Services

Course Contact : Program Manager

Course Contact Phone: +61 3 99254468

Course Contact

Name and Contact Details of All Other Relevant Staff

Program Manager


Nominal Hours: 35

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


Course Description

This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. Operators may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide techncal advice and support to customers over either a short or long term interaction.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS301B Deliver and monitor a service to customers


3. Monitor and report on service delivery

Performance Criteria:

3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational requirements
3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements
3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements
3.4 Regularly seek customer feedback and use to improve the provision of products and services
3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery


2. Deliver a service to customers

Performance Criteria:

2.1 Provide prompt service to customers to meet identified needs in accordance with organisational requirements
2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery
2.3 Sensitively and courteously handle customer complaints in accordance with organisational requirements
2.4 Provide assistance or respond to customers with specific needs according to organisational requirements
2.5 Identify and use available opportunities to promote and enhance services and products to customers


1. Identify customer needs

Performance Criteria:

1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations
1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational requirements
1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options
1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals

Learning Outcomes

refer to outcomes

Details of Learning Activities

• identifying needs and priorities of customers
• distinguishing between different levels of customer satisfaction
• treating customers with courtesy and respect
• responding to and reporting on, customer feedback
• knowledge of organisational policy and procedures for customer service.

Teaching Schedule

Night 1

Discuss workbook & complete questions

a) customer needs and expectations

b) organisational requirements

c) effective communication techniques

d) addressing customer needs

Night 2

a) prompt service to customers

b) ensure completion of quality service delivery

c) customer complaints

d) Provide assistance or respond to customers with specific needs

e) to promote and enhance services and products to customers

Night 3

a) review customer satisfaction

b) enhance the quality of service

c) procedural aspects of service delivery

d) customer feedback

e) Maintain reports for customer service satisfaction to improve quality of service

Night 4

a) Revision

b) Discuss final assessment

c) Student feedback sheet

Learning Resources

Prescribed Texts

BSBCUS301B Deliver and monitor a service to customers (Pearson Publishing Business Services Resources)


Other Resources


Overview of Assessment

Assessment may incorporate a variety of methods including written/oral activities and demonstration of practical skills to the relevant industry standards. Participants are advised that they are likely to be asked to personally demonstrate their assessment activities to their teacher/assessor. Feedback will be provided throughout the course.

Assessment Tasks

1. Observation of students, role playing customer service requirements

2. Complete questions from learning resource

3. Develop customer service survey template to your industry needs and seek client feedback

Assessment Matrix

Other Information

Academic Misconduct

Students are reminded that cheating, whether by fabrication, falsification of data, or plagiarism, is an offence subject to University disciplinary procedures. Plagiarism in oral or written presentations is the presentation of the work, idea or creation of another person, without appropriate referencing, as though it is one’s own. Plagiarism is not acceptable.
The use of another person’s work or ideas must be acknowledged. Failure to do so may result in charges of academic misconduct which carry a range of penalties including cancellation of results and exclusion from your course.
Students are responsible for ensuring that their work is kept in a secure place. It is also a disciplinary offence for students to allow their work to be plagiarized by another student.
Students should be aware of their rights and responsibilities regarding the use of copyright material. It is strongly recommended that students refer to the Guidelines for Students at the RMIT University Homepage.

Course Overview: Access Course Overview