Course Title: Implement customer service standards

Part A: Course Overview

Program: C4342

Course Title: Implement customer service standards

Portfolio: BUS

Nominal Hours: 30.0

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.

Course Code	Campus	Career	School	Learning Mode	Teaching Period(s)
MKTG7841C	City Campus	TAFE	650T Vocational Business Education	Distance / Correspondence or Face-to-Face or Internet or Workplace	Term1 2014, Term2 2014, Term1 2015, Term2 2015

Course Contact: Doug Gourlay

Course Contact Phone: +61 3 9925-5944

Course Contact Email: doug.gourlay@rmit.edu.au

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.

Pre-requisite Courses and Assumed Knowledge and Capabilities

None

National Competency Codes and Titles

National Element Code & Title:	BSBCUS403B Implement customer service standards
Elements:	1. Contribute to quality customer service standards
	2. Implement customer service systems
	3. Implement team customer service standards

Learning Outcomes

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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 tests, problem solving exercises, presentations, direct observation of actual and simulated work practice, presentation of a 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.

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