Course Title: Deliver and monitor a service to customers
Part B: Course Detail
Teaching Period: Term1 2019
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
+61 3 9925 4846
Leigh Robinson
+61 3 9925 4398
Ralph Richter
+61 3 9925 4783
Ludmila Keightley
+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 |
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Element: |
1. Identify customer needs |
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Performance Criteria: |
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Element: |
2. Deliver a service to customers |
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Performance Criteria: |
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Element: |
3. Monitor and report on service delivery |
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Performance Criteria: |
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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
FT19 Full time group
Semester 1
Week 1 to Week 9
Thursdays and Fridays afternoons, 2.00pm until 5.00pm
Commencing on 14th February, 2019.
Then:
Week 11 to 13 Thursday afternoons 2.00pm until 5.00pm
Learning Resources
Prescribed Texts
References
Other Resources
• Evidence Portfolio
• Learner Guide SIRXSLS001A Sell products and services
• 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
FT19 Full Time Group:
- Sales Major Assignment Due: 14/06/19
- Evidence Log: 1st submission Due: 31/05/19 & 2nd submission Due: 18/10/19
Please note that you will need to demonstrate competency in all these assessments tasks in order to achieve competency for this unit.
Workplace evidence log: a collection of evidence activities to prove competence, knowledge and skill in a variety of elements and performance criteria across a range of units.
Assessment Matrix
Levels of Attainment | |||
Developing (Not Yet Satisfactory)
Answer is not yet to the required standard. Demonstrates little or no knowledge of concepts and skills needed.
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Functional (Not Yet Satisfactory)
Answer covers basic requirements with limited translation and interpretation of the concepts, skills and procedures learned.
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Competent (Satisfactory)
Answer reached the required standards. Interpretation of concepts, skills and procedures learned will enable performance at a level appropriate to the workplace
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Proficient (Satisfactory)
Answer demonstrates a thorough understanding of the concepts, skills and procedures. Can function independently in different environments. |
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Course Overview: Access Course Overview