Course Title: Address customer needs

Part B: Course Detail

Teaching Period: Term2 2018

Course Code: MKTG7981C

Course Title: Address customer needs

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

Campus: City Campus

Program: C4387 - Certificate IV in Telecommunications Engineering Technology

Course Contact: Program Manager

Course Contact Phone: +61 3 9925 4468

Course Contact Email: vocenengineering@rmit.edu.au

Name and Contact Details of All Other Relevant Staff

Kenneth Falzon
Telephone: +613 9925 4716
Email: kenneth.falzon@rmit.edu.au

Nominal Hours: 50

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

Nil

Course Description

This unit describes the skills and knowledge required to manage an ongoing relationship with a customer over a period of time. This includes helping customers articulate their needs and managing networks to ensure customer needs are addressed.

It applies to individuals who are expected to have detailed product knowledge in order to recommend customised solutions. In this role, individuals would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:	BSBCUS402 Address customer needs
Element:	1 Assist customer to articulate needs
Performance Criteria:	1.1 Ensure customer needs are fully explored, understood and agreed 1.2 Explain and match available services and products to customer needs 1.3 Identify and communicate rights and responsibilities of customers to the customer as appropriate
Element:	2 Satisfy complex customer needs
Performance Criteria:	2.1 Explain possibilities for meeting customer needs 2.2 Assist customers to evaluate service and/or product options to satisfy their needs 2.3 Determine and prioritise preferred actions 2.4 Identify potential areas of difficulty in customer service delivery and take appropriate actions in a positive manner
Element:	3 Manage networks to ensure customer needs are addressed
Performance Criteria:	3.1 Establish effective regular communication with customers 3.2 Establish, maintain and expand relevant networks to ensure appropriate referral of customers to products and services from within and outside the organisation 3.3 Ensure procedures are in place to ensure that decisions about targeting of customer services are based on up-to-date information about the customer and the products and services available 3.4 Ensure procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products and services 3.5 Maintain records of customer interaction in accordance with organisational procedures

Learning Outcomes

Refer to Elements

Details of Learning Activities

This course is delivered as cluster "Advance Network Project" ISYS7572C ICTICT408 Create technical documentation (ISYS7572C).

Students will participate in the following teaching methods : lectures and tutorials.

Teaching Schedule

Address customer needs and Create technical documentation

Week of study

Topic

Module Learning outcomes

Learning Activities

Introduction to Topic, Overview of course and relevance

Identifying the Customers

Practical tasks;
class discussion;