Course Title: Deliver and monitor a service to customers
Part B: Course Detail
Teaching Period: Term1 2016
Course Code: MKTG6083C
Course Title: Deliver and monitor a service to customers
School: 155T Vocational Health and Sciences
Campus: City Campus
Program: C4318 - Certificate IV in Optical Dispensing
Course Contact: Jade Cusworth
Course Contact Phone: +61 3 9925 8382
Course Contact Email: jade.cusworth@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Timothy Haigh
+61 3 9925 4846
Leigh Robinson
+61 3 9925 4398
Ralph Richter
+61 3 9925 4783
Ludmila Keightley
+61 3 9925 4722
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
This course is delivered concurrently with the following courses:
- BSBCUS401B Coordinate implementation of customer service strategies
- BSBCUS402B Address customer needs
Course Description
This course 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 in accordance with 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 in accordance with 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 in accordance with 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. Incorporate evidence of customer satisfaction in decisions to modify products or services, ensuring they are within organisational requirements 3.6. Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery |
Learning Outcomes
Details of Learning Activities
• Read Learner guide BSBCUS301A Deliver & monitor a service to customers.
A combination of activities will support students learning in this course, such as:
• Face to face and or online lectures to cover theoretical and practical concepts for each topic in the course
• Students will learn to apply their skills and knowledge to work integrated learning (WIL), during simulations and classroom based learning
• Observations of performance in the workplace and industry placement or simulated environment will be a valuable part of your learning experience
• Tutorial activities (individually and in teams) to discuss, debate, critique and consolidate your ideas and extend your understanding around key concepts within specific topics
• Online discussion and activities support you to collaborate with other students in your course and debate and debate and discuss ideas
• Self directed study time to enhance and strengthen your knowledge and understanding of theoretical concepts
• To further facilitate learning, students are strongly encouraged to use a range of communication tools between themselves and their course instructor as well as between themselves and fellow students by using the online learning platform
Teaching Schedule
Students who attend for blocks of learning at RMIT City Campus are required to attend:
Cluster 3 Monday to Friday week beginning 8th February 2016
Cluster 4 Monday to Friday week beginning 11th April 2016
Cluster 5 Monday to Friday week beginning 6th June 2016
Learning Resources
Prescribed Texts
References
Other Resources
• PowerPoint Summary
• Additional learning materials available through Learning Hub
• RMIT Library (www.rmit.edu.au/library)
Students should also make note of the Student Services and Study and Learning Centre that are available to all enrolled students (www.rmit.edu.au/studyandlearningcentre)
Overview of Assessment
Assessment may consist of examinations, quizzes, practical demonstration, work based assessment or simulation, assignments and submission of your learning and assessment guide (workplace evidence portfolio).
Assessment Tasks
1. Customer Service Tracking Assignment: This assignment is for the students to complete in the workplace and write up their findings. Due 4th April 2016
2. Work Based Assessment due 10th July 2016
Assessment Matrix
ASSESSMENT METHODS/TYPES OF EVIDENCE:
Interview/ Verbal Questioning |
Self-Reflections |
Assignment/ Project |
Case Study or Role Play |
Third Party Verification |
Workplace Performance |
Research or Report |
Portfolio of Evidence |
Written Tasks
|
NATIONAL UNIT CODE : BSBCUS301BNATIONAL UNIT NAME : Deliver and monitor a service to customers |
RMIT CODE: |
Co-Delivered with |
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Elements |
Performance Criteria |
Related Assessment Tasks |
Assessment Method/ Types of Evidence |
||
1. Identify customer needs |
1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations
|
Written Tasks / Verbal Questioning |
Assignment / Online Assessment / Workplace Performance |
||
1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational requirements
|
Written Tasks / Verbal Questioning |
Assignment / Online Assessment / Workplace Performance |
|||
1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options
|
Verbal Questioning |
Workplace Performance |
|||
1.4 Identify limitations in addressing customer needs and seek appropriate assistance fromdesignated individuals |
Verbal Questioning
|
Workplace Performance |
|||
2. Deliver a service to customers |
2.1 Provide prompt service to customers to meet identified needs in accordance with organisational requirements
|
Written Tasks / Verbal Questioning |
Assignment / Online Assessment / Workplace Performance |
||
2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery
|
Written Tasks / Verbal Questioning |
Assignment / Online Assessment / Workplace Performance |
|||
2.3 Sensitively and courteously handle customer complaints in accordance with organisational requirements
|
Written Tasks / Verbal Questioning |
Assignment / Online Assessment / Workplace Performance |
|||
2.4 Provide assistance or respond to customers with specific needs according to organisational requirements
|
Verbal Questioning |
Assignment / Online Assessment / Workplace Performance |
|||
2.5 Identify and use available opportunities to promote and enhance services and products to customers |
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
3. Monitor and report on service delivery |
3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational requirements
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
||
3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements
|
Verbal Questioning
|
Workplace |
|||
3.4 Regularly seek customer feedback and use to improve the provision of products and services
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
3.5 Incorporate evidence of customer satisfaction in decisions to modify products or services, ensuring they are within organisational requirements |
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
3.6 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery |
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
Assessment Conditions | |||||
Critical aspects for assessment and evidence required to demonstrate competency in this unit | |||||
· identifying needs and priorities of customers · |
Verbal Questioning |
Workplace Performance
|
|||
· distinguishing between different levels of customer satisfaction · |
Verbal Questioning |
Workplace Performance |
|||
· treating customers with courtesy and respect · |
Verbal Questioning |
Workplace Performance |
|||
· responding to and reporting on, customer feedback · |
Verbal Questioning |
Workplace Performance |
|||
· knowledge of organisational policy and procedures for customer service. |
Verbal Questioning |
Workplace Performance |
|||
Performance Evidence | |||||
Required Skills: literacy skills to read and understand a variety of texts; to prepare general information and papers according to target audience; and to edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation technology skills to select and use technology appropriate to a task communication skills to monitor and advise on customer service strategies problem-solving skills to deal with customer enquiries or complaints analytical skills to identify trends and positions of products and services.
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
KnowledgeEvidence | |||||
-key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as: - anti‑discrimination legislation - ethical principles - codes of practice - privacy laws - financial legislation - occupational health and safety (OHS)
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
-organisational policy and procedures for customer service including handling customer |
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
-service standards and best practice models
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
-public relations and product promotion
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
-techniques for dealing with customers, including customers with specific needs
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
Foundation Skills |
|
|
|||
Core Skills from the Australian Core Skills Framework (ACSF) · Reading |
Verbal Questioning
|
Workplace Performance |
|||
· Writing |
Verbal Questioning
|
Workplace Performance |
|||
· Oral Communication |
Verbal Questioning
|
Workplace Performance |
|||
· Numeracy |
Verbal Questioning
|
Workplace Performance |
|||
· Learning |
Verbal Questioning
|
Workplace Performance |
|||
Employability Skills from the Core Skills for Work Framework (CFW) |
|
|
|||
1. Navigate the world of work |
1a. Manage career and work life |
Verbal Questioning
|
Workplace Performance |
||
1b. Work with roles, rights and protocols |
Verbal Questioning
|
Workplace Performance |
|||
2. Interact with others |
2a. Communicate for work |
Verbal Questioning
|
Workplace Performance |
||
2b. Connect and work with others |
Verbal Questioning
|
Workplace Performance |
|||
2c. Recognise and utilize diverse perspectives |
Verbal Questioning
|
Workplace Performance |
|||
3. Get the work done |
3a. Plan and organise |
Verbal Questioning
|
Workplace Performance |
||
3b. Make decisions |
Verbal Questioning
|
Workplace Performance |
|||
3c. Identify and solve problems |
Verbal Questioning
|
Workplace Performance |
|||
3d. Create and innovate |
Verbal Questioning
|
Workplace Performance |
|||
3e. Work in a digital world |
Verbal Questioning
|
Workplace Performance |
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Course Overview: Access Course Overview