Course Title: Implement customer service standards

Part B: Course Detail

Teaching Period: Term1 2016

Course Code: MKTG7949C

Course Title: Implement customer service standards

School: 650T Vocational Business Education

Campus: City Campus

Program: C4369 - Certificate IV in Banking Services

Course Contact : Callie Harvey

Course Contact Phone: +61 3 9925 5772

Course Contact Email:callie.harvey@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Course Co-ordinator and Teacher for semester 1, 2016

Claude Marasco

Location: Level 5, 455 Swanston Street, Melbourne.

Telephone: 9925 1651

Email: Claudio.marasco@rmit.edu.au

Availability: Monday to Thursday by appointment only.

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 skills and knowledge required to contribute to quality customer service standards within an organisation.

It applies to individuals who may be frontline managers, team leaders or supervisors who have responsibility for ensuring that customer service systems and customer service standards are implemented.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS403 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

Please note that this course is clustered with two others, those being, MKTG 7952C - "Prospect for new clients" and MKTG 7950C - "Sell financial products and services".  As a result, the three courses will be taught, delivered and assessed holistically.

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities, class discussions, debate and reviews. In-class activities will account for 48 of the total nominal hours of 90 allocated to this course. The 42 hours of self-directed learning by students will be taken-up by work on their assessments outside scheduled class time. It is expected that all students participate and contribute in all scheduled learning activities.<o:p></o:p>

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. Please note that the format for classes will be a three-hour class per session.

 




 


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
    • Assessment of current skills and knowledge
  • Competency/Grading Criteria
  • Plagiarism
  • Appeals
  • Extensions
  • 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.  Please refer to Learning Activities (above) with reference to instructions regarding work to be completed outside teaching hours.<o:p></o:p>

The Teaching Schedule for this course is as follows but please note that it is subject to change as per the Course Co-ordinator’s/Teacher’s discretion.<o:p></o:p>

 

     Week Week CommencingTopics                                                             Assessment   
 1 08/02/16

<font size="3" face="Times New Roman">Induction Session (please refer above)</font>

<font size="3" face="Times New Roman">Course(s) Overview</font>

<font size="3" face="Times New Roman">Topic 1 - Introduction to Selling & Customer Service Standards</font>

 
 2 150/2/16Topic 2 - Customer Service Standards & Handling Customer Complaints 
 3 22/02/16Topic 3 - Communication Skills 
 4 29/02/16Topic 3 - Communication Skills 
 5 07/03/16Topic 4 - Preparing for a Sale Assessment 1 Due
 6 14/03/16Topic 5 - initial Meeting with Customers 
 7a 21/03/16Topic 6 - Presenting the Product and Managing Objectives 
  24/03/16 - 30/03/2016

Mid Semester Break

 
 7b 28/03/16Topic 6 - Presenting the Product and Managing Objectives 
 804/04/16Topic 7 - Prospect for New Clients 
 911/04/16Topic 7 - Prospect for New Clients 
1018/04/16Topic 7 - Prospect for New Clients (Class Revision for Assessment 2)Assessment 2 Due 
1125/04/16Course Revision and Summary 
1202/05/16Topic 8 - Simulation Practice for Assessment 3 Role Play Exercises 
1309/05/16Topic 8 - Simulation Practice for Assessment 3 Role Play Exercises 
1416/05/16Role Play Simulation Part AAssessment 3
1523/05/16Role Play Simulation Part BAssessment 3
1630/05/16

Feedback<o:p></o:p>

Re-Assessments/Re-Submissions (if necessary)
 

Please note:<o:p></o:p>

1. 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 bit also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.<o:p></o:p>

<font size="3"><font face="Times New Roman">2. </font></font>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

 Materials will be placed on the Blackboard/Learning Hub and will be used when directed so by your teacher.


References


Other Resources


Overview of Assessment

In order to achieve competency in this unit, you must provide:

Performance Evidence

 Evidence of the ability to:  

  • access, interpret, apply and monitor customer service standards
  • demonstrate compliance with customer service system and standards
  • make contributions to improving or adapting customer service standards to better meet the needs of the organisation and the customers
  • review and analyse customer feedback and make recommendations to address issues raised, including identifying the resources required
  • make adjustments to improve customer service procedures including:
    • identifying and responding to problems
    • communicating with and encouraging staff
  • coordinate and manage delivery of services and products to meet standards including:
    • planning and implementing team work activities
    • managing resources                           

Knowledge Evidence

To complete the unit requirements safely and effectively, you must:

  • have detailed product / service knowledge
  • explain the rights and responsibilities of customers and relevant consumer law
  • outline models of customer service
  • explain relevant organisational procedures and standards for customer service standards and relationships

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the customer service field of work and include access to:

  • office equipment
  • business technology
  • workplace documents and policies and procedures
  • customer feedback
  • consumer protection laws and regulations
  • case studies and, where possible, real situations
  • interaction with other

 

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.

Feedback

Feedback will be provided throughout the semester in class and/or online discussions. You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress. You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.

 

Feedback

Feedback will be provided throughout the semester in class and/or online discussions.  You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.

You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.           


Assessment Tasks

Overview of Assessment

This course is co-delivered and co-assessed with the following competencies:

MKTG 7952C - Prospect for new clients and MKTG 7950C - Sell financial products and services.  Please refer to the separate course guide on the Program Shell for the Performance and Knowledge Evidence requirements for these two courses.

Critical Aspects of assessment<o:p></o:p>

The critical aspects of assessments are described above in the Performance Evidence requirements for this course.<o:p></o:p>

The assessments for this course have been designed to allow participants to apply their learning to particular simulated work scenarios and demonstrate their competence in a variety of ways.<o:p></o:p>

You are required to complete 3 tasks in this cluster of three courses. You must successfully complete all three tasks to be achieve competency in these courses.

 

TASK 1 (Due Date: End of  Week 5 ) - Individual Assignment (20% of final grade)

 For this Assessment Task you are to log onto at least one social, media or customer feedback site and write a report on customers’ customer service experience.  Please refer to the Assessment Record and Cover Sheet for complete details regarding this assessment.


TASK 2 (Due Date: End of Week 10) - Individual Assignment (30% of final grade)

For this assessment task you will write a report on how to prospect for new clients by referring to the Westpac bank’s website and selling the client a new product.  Please refer to the Assessment Record and Cover Sheet for complete details regarding this assessment.

 

TASK 3 (Due Date: From Weeks 14-15) - Simulation Role Play (50% of final grade)

For this assessment task you will work in pairs and in two sessions and parts, role play (each) the parts of a buyer and seller of Westpac banking products.  Please refer to the Assessment Record and Cover Sheet for complete details regarding this assessment.

The purpose of these three assessment tasks is to provide you with the skills and knowledge required to find new clients, sell them products and services, provide good customer service to these clients and how the quality of customer service can consistently be improved across an organisation. 


Assessment Matrix

To be deemed competent students must demonstrate an understanding of all elements of a competency. Assessment methods have been designed to measure achievement of each competency in a flexible manner over multiple tasks. 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.<o:p></o:p>

All competency based assessments for this course must be completed to achieve competency, a CA. The grade applied will only be awarded if a CA has been achieved in all compulsory assessment tasks.  Grades for each assessment after competency has been achieved are from lowest to highest, CA-ENT (Enterprise), CA-HGH (High) and CA-EXC (Excellent).<o:p></o:p>

If a student has been marked NYC (Not Yet Competent) in any of the assessment tasks, then competency, a CA has not been obtained. If a CA is achieved on re-assessment then only a competent – enterprise (CA-ENT) will be granted for that assessment.<o:p></o:p>

Reassessments will only be granted to students who were either unsuccessful in the first attempt or have an approved special consideration application.<o:p></o:p>

To be deemed competent in this unit the participant will be required to demonstrate all indicators which are shown in the Assessment Record and Cover Sheet for each assessment and the Graded Assessment Grading Sheet. The indicators described above are detailed further in this document together with the three assessments.

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, Callie Harvey, 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