Course Title: Implement customer service standards

Part A: Course Overview

Program: C4297

Course Title: Implement customer service standards

Portfolio: BUS

Nominal Hours: 30.0

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)
MKTG5810C	City Campus	TAFE	650T TAFE Business	Face-to-Face or Internet or Workplace	Term1 2012, Term1 2013, Term2 2012, Term2 2013, Term2 2014

Course Contact: Arie Herrnstadt

Course Contact Phone: +61 3 9925 5897

Course Contact Email: arie.herrnstadt@rmit.edu.au

Course Description

The course is designed to give you the skills and knowledge to contribute to the implementation of quality customer service standards and systems in organisations

Pre-requisite Courses and Assumed Knowledge and Capabilities

There are no pre-requisites to this course but it is co-delivered with:

FNSSAM401A - Sell financial products and services
FNSBNK406A - Manage customer visits
FNSSAM402A - Implement a sales plan
BSBCUS401A - Coordinate implementation of customer service strategies

National Competency Codes and Titles

National Element Code & Title:	BSBCUS403A Implement customer service standards
Elements:	1. Contribute to quality customer service standards
	2. Implement customer service systems
	3. Implement team customer service standards

Learning Outcomes

When you successfully complete this course you will be able to:

• provide the customer service to match the needs of internal and external customers.
• develop organisational standards, policies and procedures for customer service.
• implement standards, policies and procedures to address customer service problems.
 

Overview of Assessment

Assessment will incorporate a group assignment and final assessment.

The group assignment requires students to research customer service standards in the financial services industry and produce a manual to implement these standards.

Students will be asked to personally demonstrate their assessment to their teacher to ensure the relevant competency standards are being met. Students will be provided with periodic feedback through the course to check their progress.