Course Title: Coordinate implementation of customer service strategies

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: MKTG6088C

Course Title: Coordinate implementation of customer service strategies

School: 650T Vocational Business Education

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
arie.herrnstadt@rmit.edu.au
9925 5897

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:

3. Evaluate and report on customer service
 

Performance Criteria:

3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements
3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups
3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies
3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction.

Element:

1. Advise on customer service needs
 

Performance Criteria:

1.1 Clarify and accurately assess customer needs using appropriate communication techniques
1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements
1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery
1.4 Use business technology and/or online services to structure and present information on customer service needs.
 

Element:

2. Support implementation of customer service strategies
 

Performance Criteria:

2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups
2.2 Identify and allocate available budget resources to fulfil customer service objectives
2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements
2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups.


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 self-paced 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 participate and contribute in all scheduled learning activities.
 


Teaching Schedule

Induction Session


Prior to training commencement a program level induction session will be conducted that comprises the following:
• Program overview and requirements
• MyRMIT/Blackboard
• Overview of assessment requirements
• Pre-training Review including: Recognition of Prior Learning and Credit Transfers and Assessment of current skills and knowledge
• Competency/grading criteria
• Plagiarism
• Appeals
• Extentions
• Feedback
• Privacy
• Submission Requirements
• Resubmission policy
• Where to get support
• Student responsibilities
 

The nominal hours associated with this 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 NoNational Code and Course Name
                 GBSBCUS401B Coordinate implementation of customer service strategies
                 HBSBCUS403A Implement customer service standards
                 IFNSSAM401A Sell financial products and services

Weekly Schedule FNSSAM401A Sell financial products and services

 Week Commence Topics Assessment   G   H    I
 19 Feb

Introduction to the Course including:
• Course requirements
• Course support documents Course Blackboard access
• Accuracy of enrolment
• Assessment requirements/cover sheets including RPF & credit
transfers
• Reminder re Plagiarism
• Reminder re Appeals
• Extensions and Resubmissions
• Feedback in the course
• Reminder re re submission requirements
• Getting help
Employers’ customer service needs. Effect on their staff service and sales skills requirements                                                     

 

 

 

 

 

 

 

 

 

1-3          

 

 

 

 

 

 

 

 

1-3           

 

 

 

 

 

 

 

 

1-3         

 216 FebDefinitions of quality customer service. Setting standards and systems, including customer complaint handling skills.     1-2 1-3 
 323 FebImplementing, monitoring and evaluating customer service standards 1-31-3 1-4
 42 MchConsultative and value versus product sales, understanding customers 1-3 1-3 1-4
 510 MchSkills required to:
1. Determine client needs
2. Present information to clients
Task 1 due1-2
 616 MchInitial service and selling simulation practice and feedback 1-2 1-3 1-2
 723 MchInitial service and selling simulation practice and feedback  1-2 1-3 1-3
 830 MchPreparing to meet the customer 1-2 1-3 1-3
 2 - 8 AprEASTER/MID SEMESTER BREAK 1-31-3
 913 AprIdentify nature of enquiry Task 2 due2,32-3 
 1020 AprDetermine client’s suitability  1-2 2
 1127 AprPresent product and manage objections  1-2 2,3 
 124 MayConfirm and close sale 2,3 
 1311 MayConfirm & close sale, briefing for final simulation 2-3 2-4 
 1418 MaySelling Simulation and feedbackTask 3 due1-3 1-3 1-4 
 1525 MaySelling Simulation and feedback 1-3 1-3 1-4
 161 JunResubmissions if necessary 1-3 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

No Text is prescribed, however students are encouraged to find their own resources, both printed and on-line.


References


Other Resources

Other materials will be placed on the Blackboard site and will be used when directed by your teacher.

Financial sales and disclosure 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

Co-delivered and co-assessed courses:

This competency is co-delivered with the following courses:

MKTG6077C - Sell financial products and services;

MKTG7841C - Implement customer service standards;

Critical aspects of Assessments:

Evidence of the following is also essential:

* identifying needs and priorities of the organisation in delivering services to customers

* responding to and reporting on customer feedback

* designing strategies to improve delivery of products and services

* knowledge of the principles of customer service.

You are required to complete 3 three tasks. You must successfully complete all three tasks to be deemed competent in this unit.

 

 Task 1 Individual Assignment due Week 5


For this assessment task you are required to use at least one social media or customer service feedback site such as TripAdvisor to write a report on customer service experience. This assignment will focus on the quality of delivery of organisation’s customer service, not the quality of the products it sells.

The report will cover the following:
1. Customers’ main reasons for criticising the customer service provided by five service provider organisations and their staff.
2. Customers’ main reasons for praising the customer service provided by five service organisations and their staff.
    Do not assume that the organisations listed in 1 and 2 above will all be different. Often you will find customers provide criticism and compliments of the same organisation, however there should be five organisations used for each category.
3. Any policy issues or practices that contributed to or caused the criticism or praise about the quality of customers’ experience of the firms’ customer service.
4. Whether management and staff responded to and followed up feedback on the site, whether this response was appropriate and the reasons for your positive or negative assessment.
5. Based on this feedback and further relevant research about customer service, students are to:
    a. State their recommendations to staff and management to improve the quality of customer service in a financial services organisation.
    b. Prepare four easy to read checklists for servicing customers, one each for the following situations: face-to-face, telephone, email, and complaint interactions with customers.
    c. Recommend action enabling the organisation to lift and/or maintain consistently high levels of customer service across the whole organisation.
    d. Discuss the resources necessary to achieve the aim in part (c) above.

Task 2 Individual Assignment due Week 9

For this assessment task you are required to prepare an email string in response to an email enquiry or complaint from a customer.
This email must be presented in an appropriate manner in accordance with the organisation’s requirements. Specifically this means:
• It must be written in such a way that the purpose and explanation to the customer are clear and easy to understand
• No spelling and grammatical errors
• The original email requiring response is underneath the response
• Subject title is appropriate
• Email is paragraphed appropriately, with consistent white space left between each paragraph
• Any attachments to the email are also mentioned in the body of the email
• The email reply is polite and positive
• Email ends with appropriate signature information stating writer’s name, organisation and alternative contact details.


Task 3 Sales simulation due in Week 14

For this assessment task you are to pair with another student and participate in a role play scenario as consecutively both a buyer and seller. Each one of you will have a different customer profile and needs. When taking the role of the seller, you 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.
Using your checklist, as a customer you will also evaluate yourself and your partner and give your partner feedback about their customer service skills. One of the requirements in the simulation is that as the seller you use the customer service feedback in your interaction with your customer.


 


Assessment Matrix

     

Other Information

Submission Requirements

You should:

Ensure that you submit assessments on or before the due date.
Always retain a copy of your assessment tasks. (hard copy and soft copy)
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 unsuccessful in a Course Assessment Task you will be allowed one resubmission only. 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):

You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying.

You will receive feedback on each assessment task that will inform you about your progress and how well you are performing.

Marking Guide (Grading)

After achieving competency we then grade your performance in the unit and you will achieve one of the following grades:
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.

Course Overview: Access Course Overview