Course Title: Coordinate implementation of customer service strategies

Part B: Course Detail

Teaching Period: Term2 2008

Course Code: MKTG9241C

Course Title: Coordinate implementation of customer service strategies

School: 650T TAFE Business

Campus: City Campus

Program: C4114 - Certificate IV in Business Administration

Course Contact : Hazel Sims

Course Contact Phone: +61 3 9925 1316

Course Contact

Name and Contact Details of All Other Relevant Staff

Sylvia Baroutis:

Tel: 9925 5469

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


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.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCMN410A Coordinate Implementation of Customer Service Strategies


Advise on customer service needs.

Performance Criteria:

1.1 Customer service needs are clarified and accurately assessed using appropriate communication techniques.
1.2 Problems matching service delivery to customers are diagnosed and options for improved service are developed within organisational requirements.
1.3 Advice is relevant, constructive and promotes the improvement of customer service delivery.
1.4 Business technology is used to structure and present information on customer service needs.


Evaluate and report on customer service.

Performance Criteria:

2.1 Client satisfaction with service delivery is reviewed using verifiable data in accordance with organisational requirements.
2.2 Changes necessary to maintain service standards are identified and reported to designated groups and individuals.
2.3 Conclusions and recommendations are prepared from verifiable evidence and provide constructive advice on future directions of client service strategies.
2.4 Systems, records and reporting procedures are maintained to compare changes in customer satisfaction.


Support implementation of customer service strategies.

Performance Criteria:

3.1 Customer service strategies and opportunities are promoted to designated individuals and groups.
3.2 Available budget resources are identified and allocated to fulfil customer service objectives.
3.3 Procedures to resolve customer difficulties and complaints are actioned promptly within organisational requirements.
3.4 Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards.
3.5 Decisions to implement strategies are taken in consultation with designated individuals and groups.

Learning Outcomes

Details of Learning Activities

Learning activities will include class-based and online theory and discussions using the textbook, current industry practice, ejournal submissions, researching the Internet an excursion to ACMI.  The Virtual Enterprise will provide practical experience opportunities to complete assessment.

Teaching Schedule


Week Beginning  
Week 1

Course guide




Virtual Enterprise (VE)

Assessments: note VE assessment due date will vary - to be negotiated with teacher

Week 2Advising on customer service needs

 Virtual Enterprise

Portfolio Question due

 Week 3Advising on customer service needs 

 Virtual Enterprise

Portfolio Question due

 Week 4Supporting customer service strategies 

Visit and excursion - Games Lab & Memory Grid.  Free entry.  Federation Square, Flinders Street, Melb.

Portfolio Question due

 Week 5Supporting customer service strategies 

 Virtual Enterprise

Portfolio Question due

 Week 6 Supporting customer service strategies 

 Virtual Enterprise

Portfolio Question due

 Week 7Evaluating and reporting on customer service 

 Virtual Enterprise

Portfolio Question due

 Week 8Evaluating and reporting on customer service 

 Virtual Enterprise

Case Study due (20%)

Portfolio Question due

 Week 9Evaluating and reporting on customer service 

 Virtual Enterprise

Portfolio due (50%)

VE Assessment due (30%) *Negotiate date with your teacher*

 Weeks 17 and 18Feedback and Review  

Learning Resources

Prescribed Texts

Custom Text: Aspire, (2007) RMIT TAFE Business School Certificate IV, Coordinate Implementation of Customer Service Strategies. ANTA Toolbox  


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 achievements of each competency in a flexible manner. Assessments will incorporate a variety of methods: class exercises, homework, practical project and tests. 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. In addition to the assessments, formative feedback is provided to the students throughout the duration of the course

Learning activities will include class-based discussions, exercises, small group work, online activities, reading and reflection on various activities, together with independent and group research in order to develop competency including the underpinning skills and knowledge.

Assessment Tasks

Virtual Enterprise Customer Service Project - Due one week after scheduled dept. rotation (30%)

Students will collect specific documents as evidence of tasks completed while working in the Sales and Marketing Department in the Virtual Enterprise. These documents will demonstrate the student’s ability to demonstrate the skills and knowledge as set out in the Evidence Guide of this competency. The portfolio content guide can be viewed on the RMIT Learning Hub for this course.

Case Study - Due week 8 (20%)

The case study will be completed individually and will be presented in the RMIT business report style format.  Refer to the Learning Hub for the assessment documents; the case study: MKTG9241C casestudy.pdf and marking criteria sheet.  You will apply theoretical concepts found in the Aspire text to the case study "Caffeine Rush".  Submit this assessment tot he Assignment Dropbox on Level 13.

Portfolio - Due week 9 (50%)

The portfolio is due in the relevant weeks indicated on the teaching schedule and placed in the Dropbox on Level 13 in the week they are due.  Finally, in Week 9 the portfolio items will be collated by the student in class and submitted to the Dropbox on Level 13.

Assessment Matrix


Case study




VE project


Advise on customer service needs            YYY
Support implementation of customer service strategiesYYY
Evaluate and report on customer serviceYYY

Other Information


A pass in an assessment pice will result in a grade for the student.  Where a pass is achieved competency for that assessment is given.  Where a pass is not achieved in any assessment piece a NYC (Not Yet Competent) grade will be given.  Competency MUST be achieved for each element of competency within a competency standard for a pass grade (or higher grade) to be given.  Where competency for all elements of competency is not achieved, an overall NN grade will result.

Submission of written work/assessment

All of your written work must conform with RMIT’s guidelines "Written Reports and Essays: Guidelines for referencing and Presentation in RMIT Business" which can be found on the RMIT website.

Staple your assignment. Please do not place in plastic binders or plastic pockets.

Attach a signed Assignment Cover Sheet to each submission of written work or assessment. Cover Sheets are available near the lifts on Level 13.

You must keep a copy of your assignment/written work, which can be produced if the original is lost or damaged.

Late Submission of Work or Assessment

Only in cases of exceptional and genuine hardship (not including inconvenience or poor study planning), will limited extensions be considered. Students must lodge a completed Application of Extension Form before the official submission date for the work or assessment. Completed applications are to be addressed to the course coordinator and submitted via Reception on Level 13, Building 108. Documentary evidence should be provided Note: Extensions are not automatically granted.



Course Overview: Access Course Overview