Course Title: Address customer needs

Part B: Course Detail

Teaching Period: Term1 2015

Course Code: MKTG7866C

Course Title: Address customer needs

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:

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: 50

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
  • BSBCUS301B Deliver and monitor a service to customers

Course Description

This unit describes the performance outcomes, skills and knowledge required to manage the ongoing relationship with a customer.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBCUS402B Address customer needs


1. Assist customer articulate needs

Performance Criteria:

1.1 Ensure customer needs are fully explored, understood and agreed
1.2 Explain and match available services and products to customer needs
1.3 Identify and communicate rights and responsibilities of customers to the customer as appropriate


2. Satisfy complex customer needs

Performance Criteria:

2.1 Explain possibilities for meeting customer needs
2.2 Assist customers to evaluate service and/or product options to satisfy their needs
2.3 Determine and prioritise preferred actions
2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner


3. Manage networks to ensure customer needs are addressed

Performance Criteria:

3.1 Establish effective regular communication with customers
3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation
3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up to date information about the customer, and the products and services available
3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services
3.5 Maintain records of customer interaction in accordance with organisational procedures

Learning Outcomes

Details of Learning Activities

• Attend all scheduled classes 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 are required to attend the appropriate Cluster as advised on Blackboard
Topic 1: Assist customers to articulate needs
Topic 2: Satisfy complex customer needs 
Topic 3: Manage networks to ensure customer needs are addressed

Learning Resources

Prescribed Texts

No prescribed text


Other Resources

• Evidence Portfolio Year 1 and 2
• PowerPoint Summary
• Additional learning materials available through Learning Hub
• RMIT Library (
Students should also make note of the Student Services and Study and Learning Centre that are available to all enrolled students (

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 BSBCUS402B 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

Course Overview: Access Course Overview