Course Title: Maintain client relations

Part B: Course Detail

Teaching Period: Term1 2009

Course Code: MKTG7752C

Course Title: Maintain client relations

School: 130T Engineering (TAFE)

Campus: City Campus

Program: C6065 - Advanced Diploma of Spatial Information Services

Course Contact : Stephen Larsen Program Coordinator

Course Contact Phone: (03) 9925 4742

Course Contact

Name and Contact Details of All Other Relevant Staff

Thierry Demathieu - spatial teacher - (03) 9925 8359 -

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


Course Description

This unit deals with those activities associated with establishing and maintaining an effective contractual relationship with spatial data providers.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

PRDSIS27A Maintain client relations


Complete documentation transactions

Performance Criteria:

Build and maintain customer relations

1.1 Changes to client's needs and requirements are monitored and appropriate action taken

1.2 Client satisfaction, goodwill and trust are achieved by completing all activities in accordance with organisation and industry standards and client's needs

1.3 Satisfaction or concerns of client are identified through contact with client on completion of task

1.4 Client enquiries are answered promptly, knowledgeably accurately and courteously

1.5 Client expectations for reliability, punctuality and appearance are always met


Conduct review of agreements

Performance Criteria:

Respond to client enquiries

2.1 Causes of client dissatisfaction are identified and dealt with in accordance with organisation guidelines and to satisfaction of client

2.2 Enquiries and complaints are used as opportunities to demonstrate exceptional customer service

2.3 Written records of contact with client, including enquiries and complaints, provide an objective record of matters addressed, and remedial and other action taken

2.4 Client confidentiality is maintained in accordance with company guidelines and client's requirements


Establish legal agreements

Performance Criteria:

Not applicable


Manage contracts

Performance Criteria:

Not applicable


Resolve conflict as required

Performance Criteria:

Not applicable

Learning Outcomes

Details of Learning Activities

Opportunities for student to learn:

The course will be delivered in a face to face delivery with opportunities for student to present their work experience to the class and answer questions.

What you are expected to do on a weekly basis:

Week1: Project meeting and public speaking
Week2: Reume and Letters
Week3: Job application
Week4: Who are my clients
Week5: Public holiday
Week6: Learning styles
Week7: Factors for effective communication
Week8: Making your meeting more efficient and effective
Week9: Analyse meeting agenda
Week10: Telephone communications
Week11: Effective report writing
Week12: Project management and the sills required
Week13: Listening more effectively
Week14: Non verbal communication
Week15: Email communication
Week16: Body language
Week17: Revision
Week18: Summary of course

Teaching Schedule

teaching and learning schedule: Every Monday 10:30 to 12:30 for the duration of semester 1

Teaching location: 56.03.89

Learning Resources

Prescribed Texts


Other Resources

Refer to the Learning Hub for resources related to this course

Overview of Assessment

This course is to be delivered and assessed as part of a Geographical Information System Project within a simulated workplace environment and under a normal range of work conditions.
The assessment is done through a combination of:
• Practical and theoretical exercises carried out in a simulated workplace
• Production of project based deliverables to industry standards based on contractual requirements
• Presentation of a portfolio in accordance with the program standards (SIS Quality Plan) including references, coursework, reports and management records.

Assessment Tasks

Assessment 1: Job application
Assessment 2: Information gathering
Assessment 3: Detail a survey procedure
Assessment 4: Podcast of student presentation
Assessment 5: Timesheet

Assessment Matrix

Element: Build and maintain customer relations = Assessment 2, 4, 5
Element: Present analysis, computations and design = Assessment 1, 3

Other Information

The assessment for this course requires students to maintain and present on request a Training Record Book that details their participation in both simulated and workplace assessment activities and achievement of the units or elements of competence which underpin delivery of this course.

Assessment dates.
Assessment due dates will be issued on commencement of the course. Submission of all prescribed assessment tasks by the due dates is expected.

Students are required to participate in the OH&S induction program for this course and at all times follow the occupational health and safety policies and procedures demonstrating appropriate behaviours to ensure the safety of self and others.

Course Overview: Access Course Overview