Course Title: Implement customer service standards

Part B: Course Detail

Teaching Period: Term2 2015

Course Code: MKTG7841C

Course Title: Implement customer service standards

School: 650T Vocational Business Education

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 management skills in context with available resources. This unit is clustered with EMPL7007C - Promote Team Effectiveness.

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.

The self-paced activities will be delivered through 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 participate and contribute in all scheduled learning activities


 


Teaching Schedule

Course Delivery:

WeekWeek
commencing
TopicsReferences/Learning
activities
Chapter section/
heading
16 JulIntroduction to the Course including:
• Course requirements
• Course support documents
• Course Blackboard access
• Accuracy of enrolment
• Assessment requirements/Cover Sheets
• Reminder re Plagiarism
• Reminder re Appeals
• Extensions/Resubmissions
• Feedback in this course
• Reminder re submission requirements
• Getting help

Customer service standards topic - happy employees lead to happy customers; how does this work in practice?; listening to customers - "Listening test" activity
Promote team effectiveness topic - benefits of working in groups; Matches # 3 activity

Check enrolment

Log on to Blackboard

 

 
213 JulUnderstanding your organisation:
• Where to find information
• Roles and responsibilities

Chapter 7

Chapter 19

2

1, 2, 3, 4

320 JulUnderstanding your organisation:
• The organisational operating environment
• Purpose of policies/procedures

Ch 7

Ch 19

2

1, 2, 3, 4

4
 
27 Jul

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

Ch 7

Ch 19

2

1, 2, 3, 4

 

5

3 Aug

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.  If required, resubmission for this assessment is due by the end of week 8).

  

6
ONLINE CLASS

10 Aug
Models of customer service
Ch 191, 2, 3, 4
717 AugGroup dynamics and processesCh 132, 3, 4, 5
8
 

24 Aug

Leadership styles
Communication

Ch 9

Ch 13

3

2, 3, 4, 5

 31 Aug-4 SepMID SEMESTER BREAK  
97 Sep

Mentoring/Coaching

Ch 26
 
pp 845-847
 
1014 Sep• Gathering customer feedback
• Analysing customer requirements
 
 Ch 19 1, 2, 3, 4
1121 Sep

• Solving customer problems

Ch 191, 2, 3, 4
  ASSESSMENT TASK 2 DUE: END OF WEEK 11 (YOU WILL RECEIVE FEEDBACK IN WEEK 13.  If required, resubmission for this assessment is due by the end of week 12).  

12
ONLINE CLASS

28 Sep

Scoping and planning projects 

Ch 172

13

5 OctAllocating tasks and delegating workCh 121, 2, 3
1412 OctDealing with conflictCh 72, 5
1519 Oct• 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.  If required, resubmission for this assessment is due by the end of week 16.  
1626 OctInterviews/re-submissions if required  
 172 Nov Interviews/re-submissions if required  

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 Simulated Business 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

Critical aspects of assessment

Compliance with customer service system and standard
Recommendations about how the standards can be improved or adapted to better meet the needs of the organisation and the customers
Knowledge of customer service models
Teamwork plan with details of how it was generated and how it will be monitored so that team goals can be met
Techniques in communicating information, dealing with team conflict and resolving issues
Knowledge of organisational goals, objectives and plans

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 Simulated Business 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.

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

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 each assessment task 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, 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 for MKTG 7841C Implement customer service standards:

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, discussion boards, emails, communication systems, 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. Students should be able to clarify issues to effectively 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. Behaviours expected from students in a team setting include active engagement, acceptance of constructive feedback, sharing of ideas and treating others with respect.  All work to be submitted must be carefully proofread to demonstrate clarity and correct use of English. 

The grading is according to the following criteria for EMPL7007C Promote team effectiveness:

1. Level of independence, initiative, enterprise and performance of the work task
Students must be able to identify and develop opportunities for improved work practices 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 group dynamics and to improve team effectiveness. They will use business technology including computers, discussion boards, emails, communication systems, 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. Behaviours expected from students in a team setting include active engagement, acceptance of constructive feedback, sharing of ideas and treating others with respect. 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
 

Course Overview: Access Course Overview