Course Title: Deliver and monitor a service to customers

Part A: Course Overview

Program: C4274 Certificate IV in Building and Construction (Building)

Course Title: Deliver and monitor a service to customers

Portfolio: SEH Portfolio Office

Nominal Hours: 35

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)

MKTG6098C

City Campus

TAFE

130T Vocational Engineering

Face-to-Face

Term1 2014,
Term2 2014,
Term1 2016

MKTG6098C

City Campus

TAFE

174T School of VE Engineering, Health & Science

Face-to-Face

Term1 2017

Course Contact: Program Manager

Course Contact Phone: +61 3 9925 4338

Course Contact Email: vocengineering@rmit.edu.au



Course Description

This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. Operators may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.
 

Pre-requisite Courses and Assumed Knowledge and Capabilities

Nil



National Competency Codes and Titles

National Element Code & Title:

BSBCUS301B Deliver and monitor a service to customers

Elements:

1. Identify customer needs.

2. Deliver a service to customers.

3. Monitor and report on service delivery.


Learning Outcomes

Refer to elements.


Overview of Assessment

Assessment will incorporate a variety of methods including written, oral, practical tasks and activities.Students will be asked to personally demonstrate to the teacher/assessor the practical skills gained during this course to the relevant industry standards. Assessment activities will occur throughout this course and feedback will be provided at regular intervals. 

Assessment Tasks

Student must pass each of the following assessment tasks to demonstrate competent. 

Assessment

Weight %

Assessment 1

Observation Written assessment and Project

50%

Assessment 2

Simulation and Project

50%

these tasks assesses the following Course Learning Outcomes (CLOs):

Assessment Mapping Matrix

Element/Performance Criteria

Assessment 1

Assessment 2

1.1

X

X

1.2

X

X

1.3

X

X

1.4

X

X

2.1

X

X

2.2

X

X

2.3

X

X

2.4

X

X

2.5

X

 

3.1

X

 

3.2

X

X

3.3

X

 

3.4

X

 

3.5

X

X