Course Title: Coordinate implementation of customer service strategies

Part A: Course Overview

Program: C5193

Course Title: Coordinate implementation of customer service strategies

Portfolio: DSC

Nominal Hours: 40.0

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)
MKTG5568C	Brunswick Campus	TAFE	320T Design (TAFE)	Face-to-Face or Internet or Workplace
MKTG9296C	City Campus	TAFE	320T Design (TAFE)	Face-to-Face or Workplace

Course Contact: Ray Hester

Course Contact Phone: +61 3 9925 9454

Course Contact Email: ray.hester@rmit.edu.au

Course Description

This unit covers the skills and knowledge required to advise on, and carry out customer service strategies, and evaluate customer strategies on the basis of feedback and design strategies for improvement. This unit is related to BSBCMN310A Deliver and monitor a service to customers

Pre-requisite Courses and Assumed Knowledge and Capabilities

There is no pre-requisite fror this unit.

National Competency Codes and Titles

National Element Code & Title:	BSBCMN410A Coordinate Implementation of Customer Service Strategies
Elements:	1. Advise on customer service needs
	2. Support implementation of customer service strategies
	3. Evaluate and report on customer service

Learning Outcomes

Overview of Assessment

Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels