Course Title: Deliver and monitor a service to customers

Part B: Course Detail

Teaching Period: VE 2019

Class Number: All

Class Section: All

For flexible terms and optional semesters, a Part B course guide may have been published for the entire teaching period, or for the specific class number in which you are enrolled. If there is no Part B course guide published for your specific class number, please refer to the guide for the teaching period in which you are enrolled. Enrolment Online is the definitive source for details regarding your class enrolment.

Course Code: MKTG7965C

Course Title: Deliver and monitor a service to customers

School: 174T School of VE Engineering, Health & Science

Campus: City Campus

Program: C4375 - Certificate IV in Optical Dispensing

Course Contact: Jade Cusworth

Course Contact Phone: 03 9925 8382

Course Contact Email: jade.cusworth@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Timothy Haigh

timothy.haigh@rmit.edu.au

+61 3 9925 4846

 

Leigh Robinson

leigh.robinson@rmit.edu.au

+61 3 9925 4398

 

Ralph Richter

ralph.richter@rmit.edu.au

+61 3 9925 4783

 

Ludmila Keightley

ludmila.keightley@rmit.edu.au 

+61 3 9925 4722

 

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

None

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:

BSBCUS301 Deliver and monitor a service to customers

Element:

1. Identify customer needs

Performance Criteria:

1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations

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

Element:

2. Deliver a service to customers

Performance Criteria:

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

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

Element:

3. Monitor and report on service delivery

Performance Criteria:

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

3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements

3.4 Regularly seek customer feedback and use to improve the provision of products and services

3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery


Learning Outcomes


See elements above


Details of Learning Activities

• Refer to Evidence Log and 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

OP52 Students who come for blocks of learning at RMIT City campus will be required to attend Cluster 2 on 03/06/2019 - 07/06/2019

OP53 Students who come for blocks of learning at RMIT City campus will be required to attend Cluster 2 on 18/11/2019 - 22/11/2019

 

Students who form part of the SpecSavers group will be applying for RPL for this unit

 


Learning Resources

Prescribed Texts


References


Other Resources

• Evidence Portfolio  
• 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 Task 1: Assignment

Assessment Task 2: Workplace Evidence Log 

 

 

 

 


Assessment Tasks

OP52 & OP53: Due dates will be posted on CANVAS

Assessment Task 1: Sales Major Assignment 

Assessment Task 2: Workplace Evidence Log Book


Specsavers students will need to complete the RPL Evidence Log, due dates will be posted on CANVAS

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