Course Title: Coordinate implementation of customer service strategies
Part B: Course Detail
Teaching Period: Term1 2016
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
+61 3 9925 4846
Leigh Robinson
+61 3 9925 4398
Ralph Richter
+61 3 9925 4783
Ludmila Keightley
+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
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 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
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
• 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. During Cluster 3 you will be required to complete a Customer Service Tracking Assignment that will be posted on Blackboard and due 4th April 2016
3. Work Based Assessment due 10th July 2016
Please note that you will need to demonstrate competency in all these assessments tasks in order to achieve competency for this unit.
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 : BSBCUS401BNATIONAL UNIT NAME : Cordinate implementation of customer service strategies |
RMIT CODE: |
Co-Delivered with |
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Elements |
Performance Criteria |
Related Assessment Tasks |
Assessment Method/ Types of Evidence |
||
1. Advise on customer service needs |
1.1 Clarify and accurately assess customer needs using appropriate communication techniques
|
Written Tasks / Verbal Questioning |
Assignment / Online Assessment / Workplace Performance |
||
|
1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements
|
Written Tasks / Verbal Questioning |
Assignment / Online Assessment / Workplace Performance |
|||
|
1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery
|
Written Tasks / Verbal Questioning |
Assignment / Online Assessment / Workplace Performance |
|||
1.4 Use business technology and/or online services to structure and present information on customer service needs |
Verbal Questioning
|
Workplace Performance |
|||
2. Support implementation of customer service strategies |
2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups
|
Written Tasks / Verbal Questioning |
Assignment / Online Assessment / Workplace Performance |
||
|
2.2 Identify and allocate available budget resources to fulfil customer service objectives
|
Written Tasks / Verbal Questioning |
Assignment / Online Assessment / Workplace Performance |
|||
|
2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements
|
Written Tasks / Verbal Questioning |
Assignment / Online Assessment / Workplace Performance |
|||
2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups |
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
3. Evaluate and report on customer service |
3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
||
|
3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
|
3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction |
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
Assessment Conditions | |||||
|
Evidence of the following is essential:
| |||||
|
· identifying needs and priorities of the organisation in delivering services to customers
|
Verbal Questioning |
Workplace Performance
|
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· responding to and reporting on customer feedback
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
|
· designing strategies to improve delivery of products and services
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
knowledge of the principles of customer service. |
Verbal Questioning |
Workplace Performance |
|||
Performance Evidence | |||||
|
communication skills to communicate effectively with personnel and clients at all levels articulate customer service strategies
|
Verbal Questioning |
Workplace Performance |
|||
|
· interpersonal skills to: · build relationships with customers · establish rapport
|
Verbal Questioning |
Workplace Performance |
|||
|
· literacy skills to: · prepare general information and papers · read a variety of texts · write formal and informal letters according to target audience
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
|
· planning skills to develop implementation schedules
|
Verbal Questioning |
Workplace Performance |
|||
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· problem‑solving skills to diagnose organisational problems relating to customer services
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
|
· self‑management skills to: · comply with policies and procedures · consistently evaluate and monitor own performance · seek learning opportunities.
|
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 · environmental issues · occupational health and safety (OHS)
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
|
· principles of customer service
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
|
· organisational business structure, products and services
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
|
· product and service standards and best practice models.
|
Written Tasks / Verbal Questioning
|
Assignment / Online Assessment / Workplace Performance |
|||
Foundation Skills |
|
|
|||
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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) |
|
|
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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 |
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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