Course Title: Deliver and monitor a service to customers

Part A: Course Overview

Program: C4338 Certificate IV in Plumbing and Services

Course Title: Deliver and monitor a service to customers

Portfolio: Vocational Education

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.

Terms

Course Code	Campus	Career	School	Learning Mode	Teaching Period(s)
MKTG6098C	City Campus	TAFE	130T Vocational Engineering	Face-to-Face	Term1 2014, Term2 2015

Course Contact: Program Manager

Course Contact Phone: +61 3 9925 4468

Course Contact Email: vocengineering@rmit.edu.au

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 techncal advice and support to customers over either a short or long term interaction.
 

Pre-requisite Courses and Assumed Knowledge and Capabilities

Nil.

National Competency Codes and Titles

National Element Code & Title:	BSBCUS301B Deliver and monitor a service to customers
Elements:	1. Identify customer needs 2. Deliver a service to customers 3. Monitor and report on service delivery

Learning Outcomes

Refer to elements.

Overview of Assessment

Assessment may incorporate a variety of methods including written/oral activities and demonstration of practical skills to the relevant industry standards. Participants are advised that they are likely to be asked to personally demonstrate their assessment activities to their teacher/assessor. Feedback will be provided throughout the course.

Assessment Tasks

Students must pass each of the following assessment tasks to demonstrate competent.

Assessment
Task 1	Observation of students, role playing customer service requirements
Task 2	Complete questions from learning resource
Task 3	Develop customer service survey template to your industry needs and seek client feedback

These tasks assesses the following Course Learning Outcomes (CLOs):

Assessment Mapping Matrix

Elements/ Performance Criteria Covered	Task 1	Task 2	Task 3
1.1	X	X	X
1.2	X	X	X
1.3	X	X	X
1.4	X	X	X
2.1	X	X	X
2.2	X	X	X
2.3	X	X	X
2.4	X	X	X
2.5	X	X	X
3.1	X	X	X
3.2	X	X	X
3.3	X	X	X
3.4	X	X	X
3.5	X	X	X

To be deemed competent you must demonstrate an understanding of all aspects required of the competency. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks.