Course Title: Implement customer service standards

Part B: Course Detail

Teaching Period: Term2 2014

Course Code: MKTG7841C

Course Title: Implement customer service standards

School: 650T TAFE Business

Campus: City Campus

Program: C4340 - Certificate IV in Frontline Management

Course Contact : Sylvia Baroutis

Course Contact Phone: +61 3 9925 5469

Course Contact Email:sylvia.baroutis@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Course Coordinator/Teacher:
Vivien Wong
Tel:  +61 3 9925 5494
Email:  v.wong@rmit.edu.au

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

None

Course Description

This unit describes the performance outcomes, skills and knowledge required to contribute to quality customer service standards, and to support personnel to implement customer service standards and systems within the organisation. Operators undertaking this unit would have a detailed knowledge of, and experience in, customer service systems and procedures.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS403B 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 according to 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



Details of Learning Activities

Learning activities will include class-based exercises, demonstration and observation in order to develop competency, including the underpinning skills and knowledge required for this unit. Students will have access to the Simulated Business Space (simulated business office environment) to put into practice their developing mangagement skills in context with available resources. This unit is co-delivered in the Simulated Business Space  with OHTH5785C - Implement & Monitor WHS Policies & Procedures , EMPL7007C - Promote Team Effectiveness and OFFC5201C - Organise Meetings.  Refer to separate course guide and asesssment instructions.


Teaching Schedule

WeekWeek
commencing
TopicsReferences/Learning
activities
Chapter section/
heading
17 JulyPre-Training Review (if applicable)
Includes skills analysis and Recognition of Prior Learning and Credit Transfers
Course Induction
• Course delivery and assessment details
• Course support documents
• Online learning environment including Blackboard
• Grading
• Plagiarism
• Appeals/Extensions
• Feedback/Privacy
• Submission requirements/Resubmission policy
• Where to get support
• Student responsibilities
• Use of Turnitin (if applicable)

Check enrolment

Log on to Blackboard

Undertake a Skills Analysis

 
214 JulyUnderstanding your organisation:
• Where to find information
• Roles and responsibilities

Chapter 7

Chapter 19

2

1, 2, 3, 4

321 JulyUnderstanding your organisation:
• The organisational operating environment
• Purpose of policies/procedures

Ch 7

Ch 19

2

1, 2, 3, 4

4
 
28 July

Understanding your organisation:
• Operating environment
• Importance of effective teams

Ch 7

Ch 19

2

1, 2, 3, 4

ONLINE CLASS

5

4 August

ONLINE CLASS

Understanding your organisation:
• Products/Services
• Customers and competitors

Ch 7

Ch 19

2

1, 2, 3, 4

  ASSESSMENT TASK 1 DUE: END OF WEEK 5 (YOU WILL RECEIVE FEEDBACK IN WEEK 7)  
611 AugustModels of customer serviceCh 191, 2, 3, 4
718 AugustGroup dynamics and processesCh 132, 3, 4, 5
8
ONLINE CLASS
25 August

ONLINE CLASS

• Leadership styles
• Communication

Ch 9

Ch 13

3

2, 3, 4, 5

1-7 SeptemberSemester break


                                                           Semester break

 

 

98 September

Mentoring/Coaching

Ch 26
 
pp 845-847
 
1015 September
• Gathering customer feedback
• Analysing customer requirements
 
 Ch 19 1, 2, 3, 4
1122 September

• Solving customer problems

Ch 191, 2, 3, 4
  ASSESSMENT TASK 2 DUE: END OF WEEK 11 (YOU WILL RECEIVE FEEDBACK IN WEEK 13)  

12
ONLINE CLASS

29 September

ONLINE CLASS

Scoping and planning projects 

Ch 172

13

6 OctoberAllocating tasks and delegating workCh 121, 2, 3
1413 OctoberDealing with conflictCh 72, 5
1520 October• Planning training and learning opportunities
• Liaising with the team and management
 
Ch 26
Ch 7
1, 2, 3, 4
4
  ASSESSMENT TASK 3 DUE: END OF WEEK 15  
1627 OctoberSemester review  
     

This schedule may be amended according to student progress or other circumstances but no student will be disadvantaged by this


Learning Resources

Prescribed Texts

Cole, K 2013, Management: theory and practice/Kris Cole, Pearson, Australia.

9781442550681


References


Other Resources

RMIT Study & Learning Centre https://www.dlsweb.rmit.edu.au/lsu/

Reflective Records Virtual Enterprise Style Manual


Overview of Assessment

Assessment may incorporate a variety of methods including technical requirements documentation, homework, assignments, group and/or individual projects, in class  exercises, written and practical assessments, problem solving exercises, presentations, direct observation of actual and simulated work practice, presentation of portfolio of evidence which may comprise documents, and/or photographs and/or video and audio files, review of products produced through work based or course activities.

Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met. Students will be provided with feedback throughout the course to check their progress.


Assessment Tasks

Part 1: Assessment Outline

1. Assessment Overview
This document outlines the learning and assessment strategy for the following cluster of units from the BSB40812 Certificate IV in Frontline Management program:

• BSBCUS403B Implement customer service standards
• BSBWOR402A Promote team effectiveness

These units are delivered and assessed within a Virtual Enterprise where students have access to a simulated work environment. They have been clustered to allow for a holistic approach to delivery and assessment that reflects what might occur in the workplace.

2. Assessment Tasks and Marking Guides
The assessment tasks in this cluster focus on understanding the organisation’s Customer Service standards and procedures with a view to making recommendations for improvement. However, in order to successfully implement the recommendations you will also need to have a good understanding of how teams operate and how to best engage team members so that organisational and customer service objectives can be met.

This cluster requires the completion of 3 assessment tasks. You will need to successfully complete all 3 tasks to demonstrate competence in these units.

In the team assessment each team member will be marked individually. You will be assessed from observation and peer feedback against several criteria including:
 

Did you attend scheduled meetings, and on time?
• Did you meet deadlines for your allocated contributions?
• Did you accept constructive criticism and act on it?
• Did you contribute and share ideas and research?
• Did you participate in team activities and successfully complete all the tasks allocated to you?
• Did you treat other team members with respect?
• Did you contribute proactively to the team, or were you only reactive to others’ suggestions and directions?


Various methods for individual evaluation will be used including contribution to wikis, discussion boards, team meetings, emails, communication systems as well as face to face questioning. All team members are expected to be competent in all aspects of the subject matter so that, even if you accept responsibility for one particular aspect of the assessment, you must know and understand all areas of the assessment.  Your facilitator may ask for additional evidence to show that you have the skills and knowledge required for the unit.


Task 1: Organisational Overview (Due week 5) - individual

Access relevant information about your organisation (or Virtual Enterprise) and prepare a brief overview that might be given to a new staff member outlining the following information:

• The organisation’s key goals and objectives (dot points)
• The organisational structure including organisational chart (diagram)
• The organisation’s key products/services (dot points)
• The organisation’s main competitors (dot points)
• An explanation of how the organisation’s products/services differ from its competitors (100-150 words)
• Who the organisation’s customers are and their key characteristics (100-150 words)
• 2-3 organisational policies/procedures that staff must adhere to when dealing with customers

Task 2: Planning to improve customer service (Due Week 11) - individual
Undertake an analysis of the organisation’s customer service standards and practices and write a report (600-700 words) for management containing the following information:

• How customer requirements are currently monitored and addressed in the organisation
• A brief outline of 2-3 “best practice” models of customer service and why these are effective
• 3-4 recommendations for improvement to customer service standards/procedures in your own organisation and why these would result in better customer service (2 paragraphs each)
• How you might motivate team members to commit to improved customer service procedures including:
o Strategies for boosting team morale
o Strategies for facilitating team discussion and input
o Strategies for managing group dynamics and valuing individual difference
o Using coaching/mentoring to improve work performance
o Using your own behaviours as a role model for others in the team

Task 3 Project Plan - Improving Customer Service in the Organisation (Due week 15) - group
Pretend you are in charge of a small team (6 staff members) in the organisation and your goal is to improve customer satisfaction rates from 50-70% over the next 6 months. You need to come up with a plan (500-600 words) to meet this goal and ensure the team is motivated to achieve it. Your plan should contain the following information:

• 2-3 strategies for how to get “buy-in” from the team and why these should be effective
• How levels of customer satisfaction will be monitored to measure progress
• Individual goals and responsibilities of team members
• Training that will be required for team members and why this will assist them to improve
• 3-4 strategies for managing any team conflict and why these will be effective
• How and when progress against team goals will be reported to management
• How and when unresolved issues will be communicated to management


Assessment Matrix

Required knowledgeAssessment
Detailed product and service knowledgeTask 1: Organisational overview
Models of customer serviceTask 2: Planning to improve customer service
Relevant organisational procedures & standards for customer service relationshipsTask 1: Organisational overview

Organisational goals, objectives and plans including:
• organisational policy and procedures framework
• organisational structure, including organisational chart

Task 1: Organisational overview
Principles and techniques associated with:
• delegation and work allocation
• goal setting
• group dynamics and processes
• individual behaviour and difference
• leadership
• motivation
• negotiation
• planning

Task 2: Planning to improve customer service


Task 3: Project Plan - Improving Customer Service in the Organisation

Required Skills 
Communication skills to:
• direct others with regard to customer services standards
• boost team morale
• deal with team conflict
• deliver messages from management
• facilitate discussion
• mentor and coach
• leadership skills

Task 2: Planning to improve customer service
 

Task 3: Project Plan - Improving Customer Service in the Organisation

Literacy skills to:
• interpret product and service features or sales data
• read a variety of texts to prepare general information and papers
• summarise information obtained from a variety of verbal and non-verbal sources
• write formal and informal text
Numeracy skills required to analyse data

Task 1: Organisational Overview

Task 2: Planning to improve customer service

Task 3: Project Plan - Improving Customer Service in the Organisation

Problem-solving skills to:
• address problems and ensure service standards are met
• develop solutions unique to a customer
• modify customer service standards when required

Task 2: Planning to improve customer service

Task 3: Project Plan - Improving Customer Service in the Organisation

Self-management skills to
• comply with policies and procedures
• seek learning and development opportunities
 
Task 1: Organisational Overview

Task 3: Project Plan - Improving Customer Service in the Organisation
Planning and organising skillsTask 1: Organisational Overview

Task 2: Planning to improve customer service

Task 3: Project Plan - Improving Customer Service in the Organisation
 Elements/performance criteria 
 BSBCUS403B Implement customer service standards 
 1.  Contribute to quality customer service standardsTask 2: Planning to improve customer service
 2.  Implement customer service systemsTask 2: Planning to improve customer service
 3. Implement team customer service standardsTask 3: Project Plan - Improving Customer Service in the Organisation
 BSBWOR402A Promote team effectiveness 
 1.  Plan to achieve team outcomesTask 3: Project Plan - Improving Customer Service in the Organisation
 2.  Develop team cohesionTask 2: Planning to improve customer service
 3.  Participate in and facilitate work teamTask 2: Planning to improve customer service
Task 3: Project Plan - Improving Customer Service in the Organisation
 4.  Liaise with managementTask 3: Project Plan - Improving Customer Service in the Organisation

Other Information

Submission Requirements
Assessment tasks need to be submitted via Blackboard. Hard copy submission may also be required by your teacher; check with them.

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).
• Assessment tasks should be typed in Word using Arial font size 11-12 unless otherwise advised.
• 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 from the Student forms website.
• 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, 324567, Task 2, OHS2345C Ensure safe workplace, Page 1 of 10.

Late Submission Procedures
You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates.

If you are prevented from submitting an assessment item on time, by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.

More Information: http://www.rmit.edu.au/students/assessment/extension

Form to use: http://mams.rmit.edu.au/seca86tti4g4z.pdf

Where an extension of greater than seven days is needed, you must apply for special consideration. Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination.

More Information: http://www.rmit.edu.au/browse;ID=g43abm17hc9w

Form to use: http://mams.rmit.edu.au/8a5dgcaqvaes1.pdf

Resubmissions (VET Programs):
If you are found to be Not Yet Competent in a Course Assessment Task you will be allowed one resubmission only (where applicable). Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission. The highest grade you will receive if your resubmission is successful is "CAG".

If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible.

Adjustments to Assessment
In certain circumstances students may be eligible for an assessment adjustment. For more information about the circumstances under which the assessment arrangements might be granted please access the following website:

More Information: http://rmit.edu.au/browse;ID=7usdbki1fjf31

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 on 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 inform you 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 recognized against industry standards and employability skills.

 
The grading is according to the following criteria:

1. Level of independence, initiative, enterprise and performance of the work task
Students must be able to identify and develop opportunities for improved customer services while working as a team. 

2. Demonstrated breadth of underpinning knowledge and a willingness to continue learning
Students will look to coach and mentor colleagues and team members to support the introduction of change when seeking to improve customer services.  Each student must take responsibility for their own work and that developed in their team, attendance, participation and attitude will be observed for assessment throughout the semester.

3. Techniques and processes, technology skills and problem-solving
Students are to develop and implement approaches and techniques to address customer service faults and deficiencies.  They will use business technology including computers, word processing programs and printers in a professional manner.

4. Work organisation, planning and self-management
Demonstrate ability to monitor and adjust operational performance by producing short-term plans, planning and acquiring resources and reporting on performance preparing work/project plans and budgets. Students should actively seek feedback on own performance from clients and colleagues on a regular basis and demonstrate ability to prioritise tasks.

5. Communication, people networking, language and interpersonal skills and teamwork.
Throughout the semester students must communicate with team members and management to ensure open communication channels. Should be able to clarify issues to effective resolve conflict and disputes in the work team and agree to the best outcome for all team members, customers and management. Leading by example students should present as a role model for other team members and consult and develop objectives with the work team. All work to be submitted must be carefully proofread to demonstrate clarity and correct use of English. 

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
 

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