Course Title: Deliver a professional service to customers

Part A: Course Overview

Program: C4170

Course Title: Deliver a professional service to customers

Portfolio: BUS

Nominal Hours: 35.0

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)
MKTG9300C	City Campus	TAFE	650T TAFE Business	Workplace	Term1 2007, Term1 2008

Course Contact: Arie Herrnstadt

Course Contact Phone: +61 3 9925 5897

Course Contact Email: arie.herrnstadt@rmit.edu.au

Course Description

Deliver a professional service to customers. This unit describes to knowledge and skills needed for understanding, clarifying, and meeting the customers needs and expectations and those functions associated with the provision of quality and professional service to customers.

Pre-requisite Courses and Assumed Knowledge and Capabilities

NONE

National Competency Codes and Titles

National Element Code & Title:	FNSICCUS401A Deliver a professional service to customers
Elements:	Identify customer needs and expectations
	Maintain customer confidentiality
	Project a positive organisational image
	Provide customer service

Learning Outcomes

Refer to performance elements and performance criteria.

Overview of Assessment

Assessment will incorporate a variety of methods: homework and in class exercises, written tests/exam, practical problem solving exercises, presentations and reports. 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.

You will receive ongoing feedback on your progress in the course. Feedback on assessment will be given in a timely manner. You will be informed about how to improve your performance in the competency/course and what you need to do to be deemed competent or to gain a pass in the assessment.