Course Title: Provide quality service to customers

Part A: Course Overview

Program: C5231

Course Title: Provide quality service to customers

Portfolio: DSC

Nominal Hours: 20.0

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)

MKTG5849C

City Campus

TAFE

345T Media and Communication

Face-to-Face or Workplace

Term2 2011,
Term2 2012,
Term2 2013,
Term2 2014

Course Contact: Program Administration

Course Contact Phone: 03 9925 4815

Course Contact Email: mcvet@rmit.edu.au


Course Description

This course covers the interpersonal, communication and customer service skills required to create a positive impression and to establish rapport with the client. It involves the skills and knowledge of understanding, clarifying and meeting client needs and expectations. These fundamental customer service skills are required by a wide variety of people working at all levels across a range of industry workplaces.


Pre-requisite Courses and Assumed Knowledge and Capabilities

No pre-requisites or co-requistes are required.



National Competency Codes and Titles

National Element Code & Title:

CUECOR03B Provide quality service to customers

Elements:

1 Communicate with the customer

2 Maintain personal presentation standards

3 Provide service to customers

4 Respond to customer complaints


Learning Outcomes

On successful completion of this unit, you will be able to provide quality service to internal and external customers in the audiovisual industry.


Overview of Assessment

Critical aspects of assessment and evidence required to demonstrate competency in this unit are:
Understanding of communication and customer service and its importance in the context of the cultural industries
Ability to communicate effectively with customers, including those with special needs, within the range of situations required for the relevant job role
Ability to respond effectively to a range of different customer service situations