Course Title: Deliver a professional service to customers

Part A: Course Overview

Program: C4210

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)
MKTG5749C	City Campus	TAFE	650T TAFE Business	Face-to-Face	Term1 2009, Term1 2010, Term2 2008, Term2 2009, Term2 2010

Course Contact: Clem Simonetto

Course Contact Phone: +61 3 9925 5426

Course Contact Email: clem.simonetto@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.

If you are undertaking this course in Melbourne from semester 2, 2012 onwards your teacher will advise you if you require access to a computer for the course. It is recommended that you have access to a mobile computing device to allow greater flexibility in terms of where you can work on campus outside class times.

Pre-requisite Courses and Assumed Knowledge and Capabilities

None

National Competency Codes and Titles

National Element Code & Title:	FNSICCUS401B Deliver a professional service to customers
Elements:	FNSICCUS401B/01 Project a positive organisational image
	FNSICCUS401B/02 Identify customer needs and expectations
	FNSICCUS401B/03 Provide customer service
	FNSICCUS401B/04 Maintain customer confidentiality

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.