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: 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: 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:

2.2 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

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 

Weekly Schedule

 Week Commence Topics Assessment
 16 July

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                                                    

 
 213 JulyDefinitions of quality customer service. Setting standards and systems, including customer complaint handling skills.     
 320 JulyImplementing, monitoring and evaluating customer service standards 
 427 JulyConsultative and value versus product sales, understanding customers 
 53 AugustSkills required to:
1. Determine client needs
2. Present information to clients
Task 1 due, feedback by 23 August
 610 AugustInitial service and selling simulation practice and feedback 
 717 AugustInitial service and selling simulation practice and feedback  
 824 AugustPreparing to meet the customer 
 2 - 8 AprEASTER/MID SEMESTER BREAK 
 97 SeptIdentify nature of enquiry 
 1014 SeptDetermine client’s suitability 
 1121 SeptPresent product and manage objections  
 1228 SeptConfirm and close sale 
 135 OctoberConfirm & close sale, briefing for final simulation 
 1412 OctSelling Simulation and feedbackTask 2, feedback after simulation
 1519 OctSelling Simulation and feedback 
 1626 OctFeedback 

Note: The teaching schedule is subject to change at the teacher’s discretion. Notification of changes may be made directly in class by the teacher, emailed to each student or via an announcement placed on the Blackboard. Regardless, absent students are responsible for updating themselves of any changes by checking for any communication and by contacting the teacher.


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 and will be used when directed so by your teacher.


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

This course is clustered (co-delivered and co-assessed) with the following courses:

MKTG6077C Sell financial products and services

MKTG6088C - Coordinate implementation of customer service strategies

Critical aspects of Assessments:

Evidence of the following is also essential:

  • compliance with customer service system and standards
  • 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.

You are required to complete two tasks. You must successfully complete both tasks to be deemed competent in this unit.

Task 1 Individual Assignment due Week 5, feedback by 23 August

1. Summarise why customers complained about the service (i.e. the way they were treated) in five service provider organisations.

 

2. Why customers praised the way they were treated in five service organisations. (The organisations discussed in 1 and 2 may be the same or may be different.)

3. Identify management policies or staff practices that contributed to or caused the criticism or praise in 1 or 2 above

4. State management or staff responses to the above social media criticism or praise.

5. Based on both above customer feedback and further research, prepare separate easy-to- read checklists for servicing financial services customers, in each of the following situations:
• face-to-face,
• telephone,
• email,
• complaint interactions with customers.

6. Discuss how managers can maintain and/or raise the quality of customer service consistently across the all staff in the organisation. Identify the resources necessary to do this.
 

Task 2 Sales simulation due in Week 14, feedback during debriefing after simulation

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.

 

 

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.


 


Assessment Matrix

Course Overview: Access Course Overview