Course Title: Coordinate implementation of customer service strategies

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: MKTG7865C

Course Title: Coordinate implementation of customer service strategies

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

timothy.haigh@rmit.edu.au

+61 3 9925 4846

Leigh Robinson

leigh.robinson@rmit.edu.au

+61 3 9925 4398

Ralph Richter

ralph.richter@rmit.edu.au

+61 3 9925 4783

Ludmila Keightley

Ludmila.keightley@rmit.edu.au

+61 3 9925 4722

             

Nominal Hours: 40

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:

  • BSBCUS301B Deliver and monitor a service
  • BSBCUS402B Address customer needs

Course Description

This unit describes the performance outcomes, skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design and improvement strategies based on feedback.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS401B Coordinate implementation of customer service strategies

Element:

1. Advise on customer service needs

Performance Criteria:

1.1 Clarify and accurately assess customer needs using appropriate communication techniques
1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements
1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery
1.4 Use business technology and/or online services to structure and present information on customer service needs
 

Element:

2. Support implementation of customer service strategies

Performance Criteria:

2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups
2.2 Identify and allocate available budget resources to fulfil customer service objectives
2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements
2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
 

Element:

3. Evaluate and report on customer service

Performance Criteria:

3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements
3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups
3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies
3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction
 

Learning Outcomes



Details of Learning Activities

• Attend all classes scheduled and refer to PowerPoints and class handouts 
• Refer to Evidence Portfolio Items 2.1, 2.2, 3.1-3.4, 7.1-7.6, 8, 10.1-10.3 . Familiarise yourself with the content.

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 come for blocks of learning at RMIT City campus will be required to attend Cluster 3, 4 and 5. Dates for your group will be posted on Blackboard
• Students who are part of the Full Time Program will commence this unit in semester 2.

Students who form part of the SpecSavers group will are required to attend the appropriate Cluster as advised on Blackboard

Topic 1: Advise on customer service needs
Topic 2: Support implementation of customer service strategies
Topic 3: Evaluate and report on customer service
 


Learning Resources

Prescribed Texts

No prescribed text


References


Other Resources

• Evidence Portfolio Year 1 and 2
• 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

Before attempting any of the assessment tasks below, ensure that you agree will all self-assessment checklists in the learner guide and that you have completed the online self assessment quiz.
1. Complete online test titled BSBCUS401B Formal Quiz. This test consists of completing a series of 10 online questions. These questions may consist of true or false, multiple choice or short answer questions. In order to pass you need to correctly answer seven or more questions (7 out of 10) You must complete the quiz by the date publish on Blackboard.
2. Refer to your Evidence Portfolio and carefully read and complete Items  2.1, 2.2, 3.1-3.4, 7.1-7.6, 8, 10.1-10.3. An RMIT University assessor will assess you on these items during a work-based assessment and during your compulsory attendance in Year 1 and 2. In addition your work assessor will include a range of verbal questions to ask during these assessments. An RMIT University assessor will talk to your employer to discuss your progress and development of workplace skills. You must complete these Evidence Portfolio Items by the date published on Blackboard.
3. You will be required to complete a range of Case Studies that focus on Customer Service Strategies, these will be posted on Blackboard along with the Due date.
4. During Cluster 3 and 4 you will be required to complete a Customer Service Tracking Assignment that will be posted on Blackboard along with the due date.


Assessment dues dates for your group will be posted on Blackboard
Please note that you will need to demonstrate competency in all these assessments tasks in order to achieve competency for this unit.
 


Assessment Matrix

           

National Unit Title:   Coordinate implementation of customer service strategies

 

National Unit Code:  BSBCUS401B

Assessment Tasks

Elements/ PCs

Required Knowledge

4

Required Skills

6

Critical aspects of assessment

4

1/4

2/4

3/4

4/-

5/-

6/-

7/-

8/-

EOY Assessment

1.1

1.2

1.3

1.4

2.1

2.2

2.3

2.4

3.1

3.2

3.3

3.4

 

 

 

 

 

2

4

1 (1.1, 1.2)

2 (2.1, 2.2)

5

6.1

1

2

3

4

 

 

 

 

 

 

 

 

 

 

 

 

LEP Items: 2.1-2.2

 

 

 

 

 

 

 

 

1 (1.1, 1.2, 1.3, 1.4, 1.5, 1.6)

3

4

 

 

LEP Items: 3.1-3.4

 

 

 

 

 

 

 

 

 

 

1

 

LEP Items: 7.1-7.6

 

 

 

 

 

 

 

 

 

1 (1.1-1.2)

2 (2.1-2.2)

 

 

LEP Item 8

 

 

 

 

 

 

 

 

 

6.3

 

 

LEP Items: 10.1-10.3

1.1

1.2

1.3

1.4

2.1

2.3

2.4

3.1

3.2

3.3

3.4

 

 

 

 

 

 

2

2 (2.1, 2.2)

3 (3.1, 3.2, 3.3)

5

6.1, 6.2

2

3

4

Case studies

1.1

1.2

1.3

1.4

2.1

2.2

2.3

2.4

3.1

3.2

3.3

3.4

 

 

 

 

 

2

3

4

1 (1.1, 1.2)

2 (2.1, 2.2)

3.1, 3.3

4

5

6.1

1

2

3

4

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Course Overview: Access Course Overview