Course Title: Deliver and monitor a service to customers

Part B: Course Detail

Teaching Period: Term2 2014

Course Code: MKTG6098C

Course Title: Deliver and monitor a service to customers

School: 130T Vocational Engineering

Campus: City Campus

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

Course Contact: Program Manager

Course Contact Phone: +61 3 9925 4338

Course Contact Email: vocengineering@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

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.

Pre-requisites and Co-requisites

Nil

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.
 


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS301B Deliver and monitor a service to customers

Element:

1. Identify customer needs.

Performance Criteria:

1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations
1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational requirements
1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options
1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals
 

Element:

2. Deliver a service to customers.

Performance Criteria:

2.1 Provide prompt service to customers to meet identified needs in accordance with organisational requirements
2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery
2.3 Sensitively and courteously handle customer complaints in accordance with organisational requirements
2.4 Provide assistance or respond to customers with specific needs according to organisational requirements
2.5 Identify and use available opportunities to promote and enhance services and products to customers
 

Element:

3. Monitor and report on service delivery.

Performance Criteria:

3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational requirements
3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements
3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements
3.4 Regularly seek customer feedback and use to improve the provision of products and services
3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery
 


Learning Outcomes


Refer to elements.


Details of Learning Activities

Students will learn through a number of planned activities (face to face classes, workplace/site visits, simulated workplace learning, online learning via blackboard and other forms of structured teaching and learning). Students will be observed and assessed through their planned activities throughout the duration of the course
 


Teaching Schedule

Delivered in workshops, schedules vary from group to group so schedule is posted on blackboard for staff and students. Learning sessions and assessment session shall be delivered as per schedule on Blackboard


Learning Resources

Prescribed Texts


References


Other Resources


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


Assessment Tasks

Blackboard
Blackboard is an on-line resource with the lesson plans for each unit. Within Blackboard are the session lessons plans, assessments, resources and other materials required for completion of each unit of competency. Blackboard Collaborate is an on-line delivery system within Blackboard that may be utilised as a virtual classroom that may be a part of the overall lesson delivery plan.
Journal
A Journal is a student’s own notes and reflections that demonstrate their understanding of the materials delivered in the course. Students will be required add to the journal with their own observations as part of the assessment requirement. .
Projects and Presentations
Students may be required to complete individual and group projects that are assessments. These may be in the form of reports, research, analysis, and other documents that provide evidence of the competency in the unit.
 


Assessment Matrix

Practical activities and projects, and oral presentations
Blackboard activities
Journals
 

Other Information

Competency requirements and Grading:
To be deemed competent students must demonstrate an understanding of all elements of a competency. Assessment methods have been designed to measure achievement of each competency in a flexible manner over multiple tasks.
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. Observation of students performing work is used to confirm competency.
 

Grading available are:
Grade level Competency Level

CA Competency Achieved -The learner will be able to apply facts, rules and standard solutions to achieve a predictable task or solve a problem.

NYC Not Yet Competent
-Although the learner exhibits access to a limited range of facts and rules, the learner has difficulty applying these facts and rules to a familiar task.
DNS: Did not submit assessment

Study and learning Support:
Study and Learning Centre (SLC) provides free learning and academic development advice to you.
Services offered by SLC to support your numeracy and literacy skills are:
assignment writing, thesis writing and study skills advice
maths and science developmental support and advice
English language development
Please Refer http://www.rmit.edu.au/studyandlearningcentre to find more information about Study and learning Support
 

Disability Liaison Unit:
If you are suffering from long-term medical condition or disability, you should contact Disability Liaison Unit to seek advice and support to complete your studies.
Please Refer http://www.rmit.edu.au/disability to find more information about services offered by Disability Liaison Unit.
 

Assessment Submission:
Turnitin
Turnitin is an online text-matching service which can be used to support academic integrity and address plagiarism. All submissions via Turnitin within Blackboard include the relevant wording for the e-Submission authorisation process. Students are to use Turnitin. to verify that the work submitted is their own work and referenced accordingly. This software will be used by all staff to ensures original work by students is checked at submission of the assessment.

e-Submission
The University is obliged to obtain clear student authorisation on all assessable works. RMIT’s e-Submission process provides a valid authorisation equivalent to a signature on a paper coversheet allowing students to submit assessment works electronically.
The e-Submission process requires that specific wording and a link to the assessment declaration is included in your assessment documentation in order to comply with legal and statutory obligations, and can be used with all RMIT teaching technologies, including;
• Blackboard
• PebblePad
• WebLearn
• RMIT’s Google Apps for Education (Gmail, Drive, Sites etc.)
The use of fully electronic submissions saves significant time for both staff and students.
 

Good practice
• Providing clear advice to students on the e-Submission process as part of their assessment expectations assists in ensuring that it is straightforward for RMIT students to submit work electronically.
• Students can submit non-electronic works via conversion by a digital scanner, i.e. paper-based assessments can be scanned and submitted for assessment via the e-Submission process.
• Establishing a Turnitin assignment in Blackboard is a quick way to provide an e-Submission process for a class group.
Students must submit all assessment task electronically via blackboard as directed by their teacher.
Students are not to email or hand assessment tasks to teachers in class, corridor or cafeteria etc
 

Late submission:
If you require an Extension of Submittable Work (assignments, reports or project work etc.) for 7 calendar days or less (from the original due date) and have valid reasons, you must complete and
lodge an Application for Extension of Submittable Work (7 Calendar Days or less) form and lodge it with the Senior Educator/ Program Manager.
 

The application must be lodged no later than one working day before the official due date. You will be notified within no more than 2 working days of the date of lodgement as to whether the extension has been granted.
If you seek an Extension of Submittable Work for more than 7 calendar days (from the original due date) must lodge an Application for Special Consideration form under the provisions of the Special Consideration Policy, preferably prior to, but no later than 2 working days after the official due date.
Assignments submitted late without approval of an extension will not be accepted or marked.
Refer to RMIT University Policies and Procedures, verify for most recent version.
 

Special consideration:
Please Refer http://www.rmit.edu.au/browse;ID=riderwtscifm to find more information about special consideration
 

Plagiarism:
Plagiarism may occur in oral or written presentations. Plagiarism is the presentation of another person’s work, idea or creation as one’s own; without appropriate referencing. Plagiarism is not acceptable. The use of another person’s work or ideas must be acknowledged. Failure to do so may result in charges of academic misconduct, which may result in cancellation of results and exclusion from your course.
Please Refer: www.rmit.edu.au/academicintegrity to find more information about plagiarism
Other Information:

All email communications will be sent to your RMIT email address and you must regularly check your RMIT emails.



 

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