Course Title: Coordinate implementation of customer service strategies

Part A: Course Overview

Program: C4223

Course Title: Coordinate implementation of customer service strategies

Portfolio: BUS

Nominal Hours: 40.0

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)
MKTG5805C	City Campus	TAFE	650T TAFE Business	Face-to-Face or Workplace	Term2 2009, Term2 2010

Course Contact: Sylvia Baroutis

Course Contact Phone: +61 3 9925 5469

Course Contact Email: sylvia.baroutis@rmit.edu.au

Course Description

This unit describes the performance outcomes, skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

This unit contains employability skills.

This unit applies to individuals with a broad knowledge of customer service strategies who contribute well developed skills in addressing customer needs and problems. They may have responsibility to provide guidance or to delegate aspects of these tasks to others.

Pre-requisite Courses and Assumed Knowledge and Capabilities

There are no pre-requisites or co-requisites for this course.

National Competency Codes and Titles

National Element Code & Title:	BSBCUS401A Coordinate implementation of customer service strategies
Elements:	1. Advise on customer service needs
	2. Support implementation of customer service strategies
	3. Evaluate and report on customer service

Learning Outcomes

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 achievement of each competency in a flexible manner.  Assessment may incorporate a variety of methods including:  a portfolio of evidence, analysis of responses to case studies and scenarios, written questioning to assess knowledge of customer service techniques and strategies and a review of systems, records and reporting procedures to compare changes in customer satisfaction. Due to the complex nature of this competency, students may be required to demonstrate competency in any element more than once. 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, formative feedback will be provided to students throughout the course.