Course Title: Coordinate implementation of customer service strategies
Part B: Course Detail
Teaching Period: Term1 2009
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 Email:hazel.sims@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
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
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 |
Element: |
Advise on customer service needs. |
Performance Criteria: |
1.1 Customer service needs are clarified and accurately assessed using appropriate comminication 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. |
Element: |
Evaluate and report on customer service. |
Performance Criteria: |
3.1 Client satisfaction with service delivery is reviewed using verifiable data in accordance with organisational requirements. 3.2 Changes necessary to maintain service standards are identified and reported to designated groups and individuals. 3.3 Conclusions and recommendations are prepared from verifiable evidence and provide constructive advice on future directions of client service strategies. 3.4 Systems, records and reporting procedures are maintained to compare changes in customer satisfaction. |
Element: |
Support implementation of customer service strategies. |
Performance Criteria: |
2.1Customer service strategies and opportunities are promoted to designated individuals and groups. 2.2 Available budget resources are identified and allocated to fulfil customer service objectives. 2.3 Procedures to resolve customer difficulties and complaints are actioned promptly within organisational requirements. 2.4 Coaching and mentoring assistance is provided to colleagues to overcome difficulties in meeting customer service standards. 2.5 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 based on the textbook, industry practice, e-journal submissions, researching the Internet, and an excursion to ACMI.
Teaching Schedule
Week beginning | ||
Week 1 9 February |
Course Guide Assessments Text |
Face-to face class Text Customer Service experience: Excursion to ACMI ANTA Toolbox: |
Week 2 16 February |
Advising on customer service needs |
Portfolio questions due Online |
Week 3 23 February |
Advising on customer service needs |
Students to visit the ACMI- Games lab & Memory Grid. Free entry. Federation Square, Flinders Street, Melbourne www.acmi.net.au Portfolio questions due Online |
Week 4 2 March |
Advising on customer service needs |
Portfolio questions due Online |
Week 5 9 March |
Advising on customer service needs |
Portfolio questions due Online |
Week 6 16 March |
Supporting customer service strategies |
Portfolio questions due online |
Week 7 23 March |
Supporting customer service strategies |
Portfolio questions due Online |
Week 8 30 March |
Supporting customer service strategies |
Portfolio questions due Online |
Week 9 6 April |
Supportig customer service strategies |
Portfolio questions due Online |
MID SEMESTER BREAK | ||
Week 10 20 April |
Evaluating and reporting on customer service |
Portfolio questions due Online |
Week 11 27 April |
Evaluating and reporting on customer service |
Portfolio questions due Online |
Week 12 4 May |
Evaluating and reporting on customer service |
Portfolio questions due Online |
Week 13 11 May |
Evaluating and reporting on customer service |
Portfolio questions due Online |
Week 14 18 May |
Learning Skills Unit Case Study |
How to write a Case Study: RMIT Learning Skills Unit Portfolio due (75%) Online |
Week 15 25 May |
Revision of competencies |
Class Test: Case Study (25%) Face-to face class |
Week 16 1 June |
Case Study feedback | Online feedback |
Week 17 8 June |
Feedback and Review | |
Week 18 15 June |
Feedback and Review |
Learning Resources
Prescribed Texts
Custom Text: Aspire (2007) RMIT TAFE Business School Certificate IV, Coordinate implementation of Customer Service Strategies ANTA Toolbox http://www.tds.holmesglen.vic.edu.au/smallbiz/index.htm |
References
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
Assessment 1: Portfolio - Due Week 14 (75%)
Each of the portfolio sections are due in the week listed in your marking guide. See the Learning Hub for the Portfolio Marking Guide. Submit your answers using the ejournal for this coursre in the learning hub in the week they are due. At the final submission, submit your signed marking criteria form with your collated work.
Case Study - Class Week 15 (25%)
A case study will be the focus of a test held in class during week 15. The Test will cover all elements of competency and will be an open book test.
Assessment Matrix
Assessment 1 Portfolio 75% |
Case Study In-class test 25% |
|
Advise on customer service needs | X | X |
Support implementation of customer service strategies | X | X |
Evaluate and report on customer service | X | X |
Other Information
Grading
A pass in an assessment piece 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 an 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.
All of your written assessment must be lodged by the due date in the format specified for the particular assessment task. Written assessment must have a footer containing: student number, student name, course code, title of assessment and teacher’s name.
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