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 |