Course Title: Coordinate implementation of customer service strategies
Part A: Course Overview
Program: C4342
Course Title: Coordinate implementation of customer service strategies
Portfolio: BUS
Nominal Hours: 40.0
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.Course Code |
Campus |
Career |
School |
Learning Mode |
Teaching Period(s) |
MKTG6088C |
City Campus |
TAFE |
650T Vocational Business Education |
Face-to-Face or Internet or Workplace |
Term1 2014,
Term2 2014, Term1 2015, Term2 2015 |
Course Contact: Doug Gourlay
Course Contact Phone: +61 3 9925-5944
Course Contact Email: doug.gourlay@rmit.edu.au
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 of improvement strategies based on feedback. Operators may have responsibility to provide guidance or to delegate aspects of these tasks to others.
Pre-requisite Courses and Assumed Knowledge and Capabilities
None
National Competency Codes and Titles
National Element Code & Title: |
BSBCUS401B Coordinate implementation of customer service strategies |
Elements: |
1. Advise on customer service needs |
2. Support implementation of customer service strategies |
|
3. Evaluate and report on customer service |
Learning Outcomes
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.
You are advised that you are likely to be asked to personally demonstrate your assessment work to your teacher to ensure that the relevant competency standards are being met. You will be provided with feedback throughout the course to check your progress.