Course Title: Provide quality service to customers
Part B: Course Detail
Teaching Period: Term2 2012
Course Code: MKTG5849C
Course Title: Provide quality service to customers
School: 345T Media and Communication
Campus: City Campus
Program: C5231 - Diploma of Audiovisual Technology
Course Contact : Program Administration
Course Contact Phone: 03 9925 4815
Course Contact Email:mcvet@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Viv Weir
9925-8015
viv.weir@rmit.edu.au
Nominal Hours: 20
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
No pre-requisites or co-requistes are required.
Course Description
This course covers the interpersonal, communication and customer service skills required to create a positive impression and to establish rapport with the client. It involves the skills and knowledge of understanding, clarifying and meeting client needs and expectations. These fundamental customer service skills are required by a wide variety of people working at all levels across a range of industry workplaces.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
CUECOR03B Provide quality service to customers |
Element: |
1 Communicate with the customer |
Performance Criteria: |
1.1 Conduct communication with customers and colleagues in a polite, professional and friendly manner |
Element: |
2 Maintain personal presentation standards |
Performance Criteria: |
2.1 Practice high standards of personal presentation in accordance with: |
Element: |
3 Provide service to customers |
Performance Criteria: |
3.1 Identify customer needs and expectations correctly, including those with special needs, and provide appropriate products, services or information. |
Element: |
4 Respond to customer complaints |
Performance Criteria: |
4.1 Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisational procedures |
Learning Outcomes
On successful completion of this unit, you will be able to provide quality service to internal and external customers in the audiovisual industry.
Details of Learning Activities
In class learning activities include, but are not limited to:
• lectures
• group discussion
• teacher directed group activities/role play
Out of class activities include, but are not limited to:
• online research
Teaching Schedule
Please note: While your teacher will cover all the material in this schedule, the weekly order is subject to change depending on class needs and availability of speakers and resources.
Week | Class Content | Other | Elements Covered |
Week 1 | Focus: Course outline, introduction to the course guide, resources, assessment tasks and expectations. |
1-4 | |
Week 2 | Includes: Lecture, group discussion and teacher directed group activities/role play. | 1-4 | |
Week 3 | Formative assessment: Practical exercise 1 Includes: Lecture, group discussion and teacher directed group activities/role play. |
1-2 | |
Week 4 | Formative assessment: Practical exercise 2 & 3 Includes: Lecture, group discussion and teacher directed group activities/role play |
3-4 | |
Week 5 | Summative assessment: Practical exercise 4 Focus: Competency overview Includes: Lecture and group discussion |
1-4 |
Learning Resources
Prescribed Texts
Please refer to the relevant URL links, guides and references in the course Blackboard site and World Wide Web. |
References
You are advised to look at the course Blackboard site for ongoing updated information. Students are expected to make full use of the University library facilities. |
Other Resources
It is recommended that you bring materials to classes to make notes, for example;
• a pen and notepaper
Overview of Assessment
Critical aspects of assessment and evidence required to demonstrate competency in this unit are:
Understanding of communication and customer service and its importance in the context of the cultural industries
Ability to communicate effectively with customers, including those with special needs, within the range of situations required for the relevant job role
Ability to respond effectively to a range of different customer service situations
Assessment Tasks
Assessment tasks in this course are either formative or summative.
Formative tasks provide the basis for ongoing feedback and can be considered an essential building blocks for the more substantial summative assessment tasks. Summative assessment tasks in this unit are graded.
For further information on the assessments and grading criteria, please refer to the course Blackboard site.
To demonstrate competency in this course, you will need to complete each one of the following pieces of assessment to a satisfactory standard.
Formative Assessment
These assessments involve role-play of typical situations in the audiovisual industry. When being assessed you must demonstrate a deep understanding of the relevant unit element and underpinning knowledge and skills of the competency.
1. ‘Communicate with the customer’ (Practical exercise 1). To be conducted in Week 2.
2. ‘Maintain personal presentation standards’ (Practical exercise 2). To be conducted in Week 3.
3. ‘Provide service to customers’ (Practical exercise 3). To be conducted in Week 4.
4. ‘Respond to customer complaints (Practical exercise 4). To be conducted in Week 5.
Summative Assessment
Theory test. This assessment involves a annotating a video looking at the elements and underpinning knowledge of providing quality service to customers, including effective communication techniques and knowledge of personal presentation. To be conducted in Week 7.
The details on these assessments and the grading criteria for this competency can be found on the course blackboard site.
Grades used in this unit are as follows:
CHD Competent with High Distinction
CDI Competent with Distinction
CC Competent with Credit
CAG Competency Achievement -Graded
NYC Not Yet Competent
DNS Did Not Submit for Assessment
Assessment Matrix
The assessment matrix demonstrated alignment of assessment tasks with the relevant Unit of Competency. These are available through the course contact in Program administration.
Other Information
Special consideration Policy (Late Submission)
All assessment tasks are required to be completed to a satisfactory level. If you are unable to complete any piece of assessment by the due date, you will need to apply for an extension.
Please refer to the following URL for extensions and special consideration:
http://www.rmit.edu.au/browse;ID=qkssnx1c5r0y;STATUS=A;PAGE_AUTHOR=Andrea%20Syers;SECTION=1;
Course Overview: Access Course Overview