Course Title: Deliver and monitor a service to customers

Part B: Course Detail

Teaching Period: Term2 2015

Course Code: MKTG6084C

Course Title: Deliver and monitor a service to customers

School: 650T Vocational Business Education

Campus: City Campus

Program: C4325 - Certificate IV in Bookkeeping

Course Contact : Meetu Aggarwal

Course Contact Phone: +61 3 9925 1374

Course Contact

Name and Contact Details of All Other Relevant Staff

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


Course Description

This unit 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


2. Deliver a service to customers

Performance Criteria:

                            <font face="Times New Roman" size="3"> </font>

<font size="3">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 <o:p></o:p></font>

<font face="Times New Roman" size="3"> </font>2.4. Provide assistance or respond to customers with specific needs according to organisational requirements
2.5. Identify and use available opportunities to promote and enhance services and products to customers


1. Identify customer needs

Performance Criteria:

                            <font face="Times New Roman" size="3"> </font>

<font size="3">1.1. Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations<o:p></o:p></font>

<font face="Times New Roman" size="3"> </font>1.2. Assess customer needs for urgency to determine priorities for service delivery according to 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


3. Monitor and report on service delivery

Performance Criteria:

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<font size="3">3.1. Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational requirements
3.2. Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements <o:p></o:p></font>

<font face="Times New Roman" size="3"> </font>

<font size="3">3.3. Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements<o:p></o:p></font>

<font face="Times New Roman" size="3"> </font>

<font size="3">3.4. Regularly seek customer feedback and use to improve the provision of products and services<o:p></o:p></font>

<font face="Times New Roman" size="3"> </font>3.5. Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery

Learning Outcomes

Details of Learning Activities


<font size="3">The learning activities for this course will incorporate activities based around three topics and all are detailed and maintained on the Learning Hub for this course. Please refer to the Learning Hub where the topics are under the links for weeks 1 to 8. <o:p></o:p></font>

This course can be completed by successful application of Recognition of Prior Learning (RPL) or by completing the course online over 8 weeks. All information regarding RPL’s and the course materials, activities and assessments can be located in the Learning Hub for this course.

Teaching Schedule

 Week Week Commencing Content / Activity Assessment
 1 9• Course requirements
• Course support documents
• Blackboard
• Overview of assessment requirements including Recognition of Prior Learning and Credit Transfers
• Submission requirements
• Resubmission policy

Government Legislations on OHS, Equal Employment Opportunity, Code of conduct.

 2 10Identifying Customer needs
Active Listening
Questioning effectively
 3 11Communication barriers
 4 12Deliver a service to customers
Dealing with Unhappy customers
 5 13Why tackle customer complaints?


 6 14What is customer satisfaction?
How to measure customer satisfaction?
Customer Feedback forms
 7 15Monitoring of customer satisfaction
Report customer satisfaction
Recommendations for improvements
 Case Study
 8 16Resubmission Resubmission

Learning Resources

Prescribed Texts


Other Resources

  No Text has been prescribed for this course. All materials will be supplied through Learning Hub.

Overview of Assessment

Assessment may incorporate a variety of methods including technical requirements documentation, homework, assignments, group and/or individual projects, in class exercises, written and practical tests, problem solving exercises, presentations, direct observation of actual and simulated work practice, presentation of a portfolio of evidence which may comprise documents, and/or photographs and/or video and audio files, review of products produced through work-based or course activities.
Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met. Students will be provided with feedback throughout the course to check their progress.

Assessment Tasks

      <font size="3" face="Times New Roman">  </font>

<font size="3">Students must demonstrate an understanding of all elements of the competency to be deemed competent and will be required to demonstrate all of the indicators shown below.<o:p></o:p></font>

<font size="3">The following range of assessment methods will be used to assess practical skills and knowledge:<o:p></o:p></font>

<font size="3" face="Times New Roman">  </font>&middot;         analysis of responses to case studies and scenarios<o:p></o:p>

<font size="3" face="Times New Roman">  </font>&middot;         review of reports on customer service delivery<o:p></o:p>

<font size="3" face="Times New Roman">  </font><font size="3">&middot;</font>         demonstration of techniques<o:p></o:p>

<font size="3">Critical aspects of assessments:<o:p></o:p></font>

<font size="3">Evidence of the following is essential:<o:p></o:p></font>

<font size="3" face="Times New Roman"> </font><font size="3">•      identifying needs and priorities of customers<o:p></o:p></font>

 <font size="3">•       distinguishing between different levels of customer satisfaction<o:p></o:p></font>

 <font size="3">•       treating customers with courtesy and respect<o:p></o:p></font>

 <font size="3">•       responding to and reporting on, customer feedback<o:p></o:p></font>

 <font size="3">•       knowledge of organisational policy and procedures for customer service.<o:p></o:p></font>

<font size="3">Assessment Tasks:<o:p></o:p></font>

 <font size="3">You are required to complete one major assignment which you must successfully complete to be deemed competent. <o:p></o:p></font>

<font size="3">Case Study<o:p></o:p></font>

 <font size="3">This will incorporate all work you have completed in weeks 8-15. The assignment will be made available in week 11. You will be notified in due course of the due date for submission for this. This assignment must be submitted directly via the Learning Hub or by e-mail to your teacher.<o:p></o:p></font>

<font size="3">All aspects of the assessment must be answered correctly to be deemed competent.<o:p></o:p></font>

Assessment Matrix


<font size="3">To be deemed competent students must demonstrate an understanding of all elements of a competency. Assessment methods have been designed to measure achievement of each competency in a flexible manner over multiple tasks. Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met.

</font><font size="3">All competency based assessments for this course must be completed to achieve CA. If a student has been marked NYC (Not Yet Competent), in any of the assessment tasks, then they will be granted a reassessment for that assessment. Reassessment will be granted to only those students who were either unsuccessful in the first attempt or have been approved special consideration (please refer to the RMIT website regarding the policy with respect to the application and submission of a special consideration).</font>

 <font size="3">To be deemed competent in this unit the participant will be required to demonstrate all indicators which are shown in the assessment tasks for each assessment.

</font>Marking Guide for each assessment (competency): 

Vocational Education and Training (VET) is based on current industry needs and the focus on preparing you for the workplace. Because VET courses are informed by practical application of knowledge and skills, they are based on a system known as ‘competency based training’ (CBT). So when you are assessed in VET it is about whether you are competent to do the job, as well as having a firm grasp on the knowledge and skills required to do that job, as opposed to traditional curriculum based education settings that are often based on knowledge retention. <o:p></o:p>

You need to demonstrate you are competent in each element of the unit of competency you are studying. 

You will receive feedback on each assessment task that will inform you whether you are competent or not and how well you are performing. Once competent in all elements of the unit you receive a competency grading. The assessment matrix documents are attached to each assessment.

Marking Guide (Grading) 

After achieving competency we then grade your performance in the unit; this gives you the opportunity to have the level of your performance formally recognized against industry standards and employability skills. If you are deemed competent in all three assessments, then you will be given a CA (competent) for this course.










Other Information


Course Overview: Access Course Overview