Course Title: Provide quality service to customers
Part B: Course Detail
Teaching Period: Term2 2013
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
Teacher contact details;
Rebekha Naim
9925 4849
rebekha.naim@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 | Elements Covered |
Week 1 | Focus: Course outline, introduction to the course guide, resources, assessment tasks and expectations. |
1.1, 1.2, 1.3, 1.4, 1.5, 1.6, 1.7 2.1, 3.1, 3.2, 3.3, 4.1, 4.2, 4.3, 4.4, 4.5 |
Week 2 | Formative assessment: Practical exercise 1 & 2 Includes: Lecture, group discussion and teacher directed group activities/role play |
1.1, 1.2, 1.3, 1.4, 1.5, 1.6, 1.7
2.1 |
Week 3 | Formative assessment: Practical exercise 3 & 4 Includes: Lecture, group discussion and teacher directed group activities/role play |
3.1, 3.2, 3.3,
4.1, 4.2, 4.3, 4.4, 4.5 |
Week 4 | Summative assessment: MAT exercise in Carlton Library lab Focus: Competency overview |
1.1, 1.2, 1.3, 1.4, 1.5, 1.6, 1.7
2.1, 3.1, 3.2, 3.3, 4.1, 4.2, 4.3, 4.4, 4.5 |
Week 5 | Focus: Feedback session with your teacher | 1.1, 1.2, 1.3, 1.4, 1.5, 1.6, 1.7
2.1, 3.1, 3.2, 3.3, 4.1, 4.2, 4.3, 4.4, 4.5 |
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, Wednesday 18th September 2013
2. ‘Maintain personal presentation standards’ (Practical exercise 2) To be conducted in Week 2, Wednesday 18th September 2013
3. ‘Provide service to customers’ (Practical exercise 3) To be conducted in Week 3, Wednesday 9th October 2013
4. ‘Respond to customer complaints (Practical exercise 4) To be conducted in Week 3, Wednesday 9th October 2013
Summative Assessment
Theory exercise online using MAT. This assessment involves 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 4, in the PC Lab in the Carlton Library, Wed 16th October 2013
The grades which apply to this course, delivered in accordance with competency-based assessment, but which also uses graded assessment, are as follows:
CHD Competent with High Distinction
CDI Competent with Distinction
CC Competent with Credit CAG Competency Achieved – 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
Attendance
The major learning experience involves studio based exercises, demonstration and production. It is strongly advised that you attend all sessions in order to engage in the required learning activities, ensuring the maximum opportunity to gain the competency.
Feedback - You will receive verbal and written feedback by teacher on your work. This feedback also includes suggestions on how you can proceed to the next stage of developing your projects.
Go to Student Feedback at RMIT on the RMIT website
Student Progress
Monitoring academic progress is an important enabling and proactive strategy to assist you to achieve your learning potential. Go to the Student Progress Policy on the RMIT website.
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. Special consideration, appeals and discipline
Cover Sheet for Submissions
You must complete a submission cover sheet for every piece of submitted work. This signed sheet acknowledges that you are aware of the plagiarism implications.
Academic Integrity and Plagiarism - RMIT University has a strict policy on plagiarism and academic integrity. Please refer to the website for more information on this policy go to Academic Integrity on the RMIT website.
Course Overview: Access Course Overview