Course Title: Manage customer service

Part B: Course Detail

Teaching Period: Term2 2013

Course Code: BUSM7821C

Course Title: Manage customer service

School: 650T TAFE Business

Campus: City Campus

Program: C5302 - Diploma of Logistics

Course Contact : Tim Wallis

Course Contact Phone: +61 3 9925 5423

Course Contact Email:timothy.wallis@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

John Fowler 

john.fowler2@rmit.edu.au

03992551468

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

The unit generally applies to those who provide leadership to staff required to meet internal and external customer requirements  within the transport and distribution industry.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

TLII5018A Manage customer service

Element:

1 Plan to meet internal and external customer requirements

Performance Criteria:

1.1 The needs of customers are researched, understood and assessed, and included in the planning process
1.2 Provision is made in plans to achieve the quality, time and cost specifications agreed with customers
 

Element:

2 Ensure delivery of quality products/services

Performance Criteria:

2.1 Products/services are delivered to customer specifications within the team's/organisation's business plan
2.2 Individual/team performance consistently meets quality, safety, resource and delivery standards
2.3 Coaching and mentoring assist colleagues to overcome difficulty in meeting customer service standards
2.4 Resources are used effectively and efficiently to provide quality products/services to customers
 

Element:

3 Monitor, adjust and report customer service

Performance Criteria:

3.1 The organisation's systems and technology are used to monitor progress in achieving product/service targets and standards
3.2 Customer feedback is sought and used to improve the provision of products/services
3.3 Decisions to overcome problems and make improvements to products/services are taken in consultation with designated individuals/groups
3.4 Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes
 


Learning Outcomes


This course delivers the skills and knowledge required to manage customer service. It includes planning to meet internal and external customer requirements; ensuring delivery of quality products/services; and monitoring, adjusting and reporting customer service.


Details of Learning Activities

A range of learning activities are planned for this course including self-paced and collaborative class room based activities. The self-based activities will be delivered through various technology platforms and will include student contribution to wikis and discussion threads, reflective journals, quizzes and interactive sessions. The collaborative classroom based activities will include group disc ssion, group problem solving activities and opportunities to practice skills in a simulated workplace environment.


 


Teaching Schedule

Week         Date            Topic
1 8 JulyIntroduction to Manage Customer Service
2 15 JulUnderstanding your customers’ needs - Activity – Workplace Investigation
3 22 JulLevels of customer service - Reading – the Johari window
4 29 JulPlanning to meet customer needs - Activity – is the customer ALWAYS right?
5 5 AugOpen Book Test - and begin view of establishing a Customer Charter
6 12 AugActivity – Customer Service Charter - Support systems for the provision of customer service
7 19 AugWiki – Bad customer service
8 26 AugQuality customer service - Reading – Communication and Collaboration
  2 SepMid Semester Break
9 9 SepSafety and quality standards
10 16 SepPresentation Assignment and commence review of – How good a listener are you? and create a Blog
11 23 SepReading – cultural considerations for customer service - Dealing with the unexpected
12 30 SepFeasibility of customer change and considerations for business such as Staff training and Dealing with customer complaints Week 13 - Development continuously improving customer service strategies set up a Wiki - Using technology
13 7 OctDevelopment continuously improving customer service strategies set up a Wiki - Using technology
14 14 Oct Review of all and prepare written report
15 21 Oct Submit Written Report
16 26 Oct Feedback & Review


Learning Resources

Prescribed Texts


References

Overheads as available on the Blackboard supported by class handouts


Other Resources


Overview of Assessment

Students must demonstrate an understanding of all elements of a particular competency to be deemed competent. Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks.

Assessment will incorporate a variety of methods including assignments, journals, presentation and written or test. 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.


Assessment Tasks

Tasks will comprise workshops completed in class, assignments and completion of the Customer Service Management Report
 

Assessment 1 - Open Book test (20%) -Evaluation by open book of key learning and understanding from previous weeks

Assessment 2 - Individual presentation (35%) - An Individual presentation to the class on the project you have identified for your final written report. The project will be based on a simulated /real workplace issue and your proposals for overcoming problems identified and how your outcomes and proposals relate to the business and learning material. The presentation can be by Powerpoint, Handouts or other agreed methods.

Assessment 3 - Written report (45%)- Written report using business writing format/methodology relevant to subject matter - Min 1500 words

Full details on how this course is assessed against the Unit elements and performance criteria plus critical aspects of evidence can be found in the Learning and Assessment Tool available from your course teacher.

 

Submission Requirements

Assessment tasks must be submitted via Blackboard.

You should:

• Ensure that you submit assessments on or before the due date. If your performance in the assessment is affected by unexpected circumstances, you should consider applying for Special Consideration. Information on the process and application forms is available at http://rmit.edu.au/browse;ID=ls0ydfokry9rz website.
• 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 work for assessment 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.


Marking Guide (competency):
Vocational Education and Training (VET) is based on current industry needs and the focus on preparing you for the workplace. Because VET courses are informed by practical application of knowledge and skills, they are based on a system known as ‘competency based training’ (CBT). So when you are assessed in VET it is about whether you are competent to do the job, as well as having a firm grasp on the knowledge and skills required to do that job, as opposed to traditional curriculum based education settings that are often based on knowledge retention.

You need to demonstrate you are competent in each element of the unit of competency you are studying.

You will receive feedback on each assessment task that will inform you whether you are competent or not and how well you are performing. Once competent in all elements of the unit you receive a competency grading.

Please refer to the Final Grades table below.

Marking Guide (Grading)
After achieving competency we then grade your performance in the unit; this gives you the opportunity to have the level of your performance formally recognized against industry standards and employability skills.


The grading is according to the following criteria:

1. LEVEL OF INDEPENDENCE, INITIATIVE, ENTERPRISE AND PERFORMANCE OF WORK TASK
We are looking for a high level of ability to complete all tasks independently as per the specifications as well as demonstrating a high level of initiative in your approach to the task

2. DEMONSTRATED BREADTH OF UNDERPINNING KNOWLEDGE AND A WILLINGNESS TO CONTINUE LEARNING
We are looking for depth of understanding of the key concepts and knowledge required in the assessments system. You should be able to demonstrate a thorough understanding of all requirements in all the assessment tasks.

3. TECHNIQUES & PROCESSES, TECHNOLOGY SKILLS AND PROBLEM SOLVING
We are looking for appropriate use of technology to assist in presenting all tasks clearly and suitable for the intended audience. You also need to show an understanding of the kinds of problems that can arise in managing pertinent issues and how these might be addressed.

4. WORK ORGANISATION, PLANNING AND SELF MANAGEMENT
If required by the teacher we would expect to see ongoing uploading of information into Pebble Pad that is relevant to the unit, full utilisation of Pebble Pad and Blackboard as per course requirements and timely submission of all required assessment tasks.

5. COMMUNICATION, PEOPLE NETWORKING, LANGUAGE AND INTERPERSONAL SKILLS AND TEAMWORK
We expect to see contributions to relevant discussions and scheduled Collaborate sessions. In addition your tasks should demonstrate a very good understanding of strategies for a collaborative approach to management issues in the workplace.


 

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