Course Title: Coordinate implementation of customer service strategies

Part B: Course Detail

Teaching Period: Term1 2014

Course Code: MKTG6088C

Course Title: Coordinate implementation of customer service strategies

School: 650T TAFE Business

Campus: City Campus

Program: C4342 - Certificate IV in Banking Services

Course Contact : Doug Gourlay

Course Contact Phone: +61 3 9925-5944

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


Name and Contact Details of All Other Relevant Staff

Course coordinator

Arie Herrnstadt
9925 5897
arie.herrnstadt@rmit.edu.au

Nominal Hours: 40

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 advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback. Operators may have responsibility to provide guidance or to delegate aspects of these tasks to others.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS401B Coordinate implementation of customer service strategies

Element:

1. Advise on customer service needs
2. Support implementation of customer service strategies

3. Evaluate and report on customer service

 

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

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

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

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.
The activities will be delivered thought 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 constructively participate and contribute in all scheduled learning activities.
 


Teaching Schedule

Students are expected to check their student email and myRMIT online at least weekly for messages. If absent from class you are also responsible for keeping up with any changes and for downloading and reading notes that you have missed.

The nominal hours and topic sequence below is are a guide only and represent the total teaching time and student effort required to successfully complete the course. This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Legend: 
 

Schedule Column No                                            National Code and Course Name                                                                                                                                                                 
             EFNSSAM402A Implement a sales plan
             FBSBCUS401B Coordinate implementation of customer service strategies
             GBSBCUS403A Implement customer service standards
             HFNSSAM401A Sell financial products and services

Weekly Schedule

WeekCommence AssessmentEFGH
110 FebCourse Induction
Employers expectations, sales methods and barriers
 1-3          1-3        1-3          1-3        
217 FebSales plans 1-3 1-2 1-3 1
324 FebDetermining customer service needs, setting standards and systems 1-2  1-3 1-3 1-4
43 MchImplementing and evaluating customer service standards 1-3 1-3 1-4
510 MchConsultative and value versus product sales, understanding customers 1-3 1-2
617 MchSkills required to:
1. Determine client needs
2. Present information to clients
 Task 1 due1-21-3 1-2
724 MchInitial service and selling simulation practice and feedback 1-2  1-21-3 1-3 
831 MarchInitial service and selling simulation practice and feedback 1-2  1-2  1-3 1-3 
97 AprilIdentify nature of the enquiry 1-3 1-3
1014 AprilDetermine client’s suitability Task 2 due COB 16 Apr2,3 2-3 
 17-23 AprMID SEMESTER BREAK     
1128 AprPresent product and manage objections 1-2  1-2  2,3 
125 MayConfirm and close sale 2-32,3 
1312 MayDealing with complaints
Monitor and review sales plan implementation and customer service
 2-3 2-4 
1419 MaySelling Simulation and feedbackTask 3 1-3 1-3 1-3 1-4 
1526 MaySelling Simulation and feedbackTask 3 1-31-31-31-4  
162 JuneResubmissions if necessary 1-31-3  1-3  1-4  

Note: The teaching schedule is subject to change at the teacher’s discretion. Notification of changes can be made directly in class by the teacher, emailed to each student or via an announcement placed on the Blackboard.


Learning Resources

Prescribed Texts


References


Other Resources

Access via computer to Blackboard for student notes and activities
Relevant websites
Relevant financial services documents such as promotional pamphlets
 


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.
 


Assessment Tasks

Task 1 Group assignment (max 3 students) due Week 6
Students to write a case study in report format (maximum 1200 words) regarding implementing customer services standards in a financial service company.
Students to select an organisation and one of its financial products, then:
State the target group was it aimed at, and their specific needs
The main way of promoting and selling this product
What customer service skills do staff need for this?
What activities are necessary for staff to provide these skills?
What underlying tasks are necessary for managers to support staff in providing good customer service
How can staff and managers determine whether their sales and customer service practices are successfulAssignment Submission Requirements


Task 2 Individual assignment due Week 10
a. Individual one page covering letter applying for a customer service position in a financial service organisation.
b. Research report (maximum 1000 words) advising financial service staff about how to provide good customer service in various customer interaction scenarios:
• face-to-face encounters
• phone calls
• email enquiries
• dealing with customer complaints


Task 3 Sales simulation due in either Week 14 or 15
Normally students will work in pairs, each taking turns in the role of buyer and seller. Each student will have a different customer profile and needs. When taking the role of the seller, each student will have to display good customer service skills, determine and confirm their customer’s needs and whether they are eligible for the product, select the best product for them, present this product appropriately to the customer both verbally and visually, and determine whether the customer is interested in making a contract for this product.

Feedback will be given to the student using a sales simulation checklist. If not demonstrating competency during the first simulation the student will be given a second and final simulation to demonstrate competence in selling financial products.

 

Assessment tasks must be submitted via the course Blackboard and though Turnitin, a plagiarism checking tool. Turnitin will assess your work in approximately one minute, and return a colour coded response for the originality of the text. For information on Turnitin see:

Student FAQ, http://www.rmit.edu.au/academicintegrity/studentfaq
Student procedures and account setup (pdf),
http://www.rmit.edu.au/academicintegrity/studentprocedures
Turnitin student information page, https://www.turnitin.com/static/training/student.php

Always retain a copy of your assessment tasks (hard and soft copy)
Ensure that you submit assessments on or before the due date. If your performance 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 .
When submitting any individual or group work for assessment at RMIT University you must complete, sign and submit a cover sheet in which sheet you declare that the work you are presenting for assessment is your own work. An assignment cover sheet is available on blackboard.
Each page of your assessment should include a footer with your name, student number, the title of the assessment, unit code and title and page numbers. For example, Julie Macpherson, s324567, Task 2, MKTG6077C Sell financial products, Page 1 of 10.
Please note that to confirm your competency you may be questioned on any aspect of an assignment you submitted, either as an individual or as part of a group. In the case of a group assignment you may be questioned about any aspect of the assignment, even parts of it you may not have directly prepared.
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 of 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 state 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 recognised against industry standards and employability skills.

The grading is according to the following criteria:

1. LEVEL OF INDEPENDENCE, INITIATIVE, ENTERPRISE AND PERFORMANCE OF WORK TASK
Demonstrates a high level of ability to complete all tasks independently as per the specifications, a high level of initiative in interacting with a customer and selling a financial product.

2. DEMONSTRATED BREADTH OF UNDERPINNING KNOWLEDGE AND A WILLINGNESS TO CONTINUE LEARNING
Demonstrates depth of understanding of the key concepts and knowledge required in interacting with a customer and selling a financial product.

3. TECHNIQUES & PROCESSES, TECHNOLOGY SKILLS AND PROBLEM SOLVING
Shows understanding of the kinds of problems that can arise in interacting with a customer and selling a financial product. and how these may be addressed.

4. WORK ORGANISATION, PLANNING AND SELF MANAGEMENT
Demonstrates effective planning, manage and organise time through appropriately using a diary, submitting their assessments within deadlines.

5. COMMUNICATION, PEOPLE NETWORKING, LANGUAGE AND INTERPERSONAL SKILLS AND TEAMWORK
Contribute constructively and clearly to relevant group and class discussions, also demonstrate good techniques in collecting and providing information to appropriately sell products within the employer’s guidelines.

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

Further information regarding the application of the grading criteria will be provided by your teacher.


Assessment Matrix

Course Overview: Access Course Overview