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 Email:engineering-tafe@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Program Manager
99254468
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
nil
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 |
Element: |
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 |
Element: |
2. Deliver a service to customers |
Performance Criteria: |
2.1 Provide prompt service to customers to meet identified needs in accordance with organisational requirements |
Element: |
1. Identify customer needs |
Performance Criteria: |
1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations |
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) |
References
Other Resources
Websites
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