Course Title: Work effectively in a customer service environment

Part B: Course Detail

Teaching Period: Term1 2017

Course Code: MKTG7850C

Course Title: Work effectively in a customer service environment

School: 320T Architecture & Design

Campus: City Campus

Program: C5325 - Diploma of Visual Merchandising

Course Contact: Justin Compton

Course Contact Phone: +61 3 9925 4819

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 45

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


Course Description

In this unit you will develop the skills and knowledge required to work effectively in a customer service business environment as well as build your skills to negotiate within and  support the team.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

SIRXIND101 Work effectively in a customer service environment


1. Work within organisational requirements.

Performance Criteria:

1.1.Identify and read organisation’s requirements and responsibilities and seek advice from appropriate people where necessary.

1.2.Interpret staff rosters and provide sufficient notice of unavailability for rostered hours according to workplace policy and procedures.

1.3.Develop and use a current working knowledge and understanding of employee and employer rights and responsibilities.

1.4.Comply with relevant duty of care and legal responsibilities, and support organisational culture.

1.5.Identify roles and responsibilities of colleagues and immediate supervisors.

1.6.Identify standards and values considered to be detrimental to the organisation and communicate this through appropriate channels.

1.7.Identify, recognise and follow behaviour that contributes to a safe and sustainable work environment.


2. Support the work team.

Performance Criteria:

2.1.Display courteous and helpful behaviour at all times.

2.2.Take opportunities to enhance the level of assistance offered to colleagues and meet all reasonable requests for assistance within acceptable workplace timeframes.

2.3.Complete allocated tasks as required.

2.4.Seek assistance when difficulties arise.

2.5.Use questioning techniques to clarify instructions or responsibilities.

2.6.Identify and display a non discriminatory attitude in all contacts with customers and other staff members.


3. Maintain personal presentation.

Performance Criteria:

3.1.Observe appropriate dress code and presentation as required by the workplace, job role and level of customer contact.

3.2.Follow personal hygiene procedures according to organisational policy and relevant legislation.


4. Develop effective work habits.

Performance Criteria:

4.1.Interpret, confirm and act on workplace information, instructions and procedures relevant to the particular task.

4.2.Interpret, confirm and act on legal requirements in regard to anti-discrimination, sexual harassment and bullying.

4.3.Ask questions to seek and clarify workplace information.

4.4.Plan and organise daily work routine within the scope of the job role.

4.5.Prioritise and complete tasks according to required timeframes.

4.6.Identify work and personal priorities and achieve a balance between competing priorities.

Learning Outcomes

On successful completion of this course, you will have developed and applied the skills and knowledge required to demonstrate your competency in the above elements.

Details of Learning Activities

 This course is combined with Work Effectively in A Customer Service Industry MKTG7850C

Students will engage in a series of face to face lectures that will feature guest speakers from industry. These guest speakers will be from the Event, Styling and Retail sectors.

Students will engage with online content to build a CV and cover letter to prepare them for applying for a mentor position.

Students will also independently investigate 3 companies and/or individuals and the structure of these companies, the best contact for applying for a mentor position and appropriate dress standards.

Student will engage in a minimum of 50 hours work placement with a mentor. This may be with more than one mentor and/or company.

Students will keep a reflective journal on their learnings and how they applied them during their placement.

Students must ensure the WIL paper work is filled in correctly and signed by 1/ the Mentor 2/ The Student 3/ The teacher - Justin Compton.

Failure to have these forms signed put the student at risk of not being covered by the university insurance.

A students mentorships WILL NOT be valid if these forms are not signed by all 3 parties.





Teaching Schedule

 Semester 1 Stage 2 & 3 students
 week Action
 8.2.17 Clarissa Ball Country Road  - Mentor Reflective Journal Presented
 15.2.17 Jason Tyrell Witchery
 22.2.17 Amanda Henderson Gloss Creative
 1.3.17 Olivia Sparks Stylist
 8.3.17 Georgie Rayner Georgeous Events
15.3.17Rowie Kelly Supre
22.3.17Lauren Eason Dann Event Hire
5.4.172F CV and Cover Letter Due / Mentor Investigation brief presented
12.4.17Kylie Pont Kikki K
1.5.17Final date for Mentor paper work to be submitted to Justin
 As more guest speakers are confirmed students will be notified

Mentor Investigation brief due. Mentor Program explained in detail Stage 2 students



Semester 2 

Stage 2 Students


Introduction CV and Cover letter


CV & Cover Letter due/ Introduction Mentor Research brief

16.10.17 Mentor Research Due -  Mentor Program roll out

Learning Resources

Prescribed Texts


Other Resources

Online Resources are available via the Blackboard shell for this course. They include tips on CV and cover letter writing, Useful links to examples of best practice CV and cover letters.

A letter explaining the mentor program is avaialble for studentsvia Blackboard, this letter explains in detail the purpose of the mentor program and guidelines for students and mentors.

A timesheet is also available for students to record the days and hours that are worked with a mentor, this time sheet is to be signed each day by the mentor.




Overview of Assessment

Assessment is on-going throughout the course. Assessment will incorporate a range of methods to assess performance and the application of knowledge and skills.
Assessment tasks in this course are:
1 x reflective journal and supporting documents 

Please note: All Assessment tasks need to be completed before competency is achieved. A number of tasks will be formative to show your progress and development of skills and knowledge throughout the semester. The final task will be summative to provide a level of performance in addition to your competency.

The RMIT assessment charter summarises your responsibilities as a student as well as those of your teachers.

Assessment Tasks

There are 2 formative assments tasks in Stage 2 

1/ The CV & Cover Letter

2/ Mentor Research

There is one summative task Stage 3

1/ The Mentor reflective journal ( graded assessment 100 )

All assessment tasks are to be completed and a student must be competent in all tasks to pass and be competent in both Plan a Career in the Retail Industry and Work Effectively in A Customer Service Industry.



Assessment Matrix

The assessment matrix demonstrates alignment of assessment tasks with the relevant Unit of Competency. These are available from the course contact person (stated above).

Other Information

Guest speakers are subject to change due to industry demands and the availability of the guest speaker. The teacher will inform students of the changes as they occur.

Students are encouraged to source and contact companies and/or individuals for mentor placement.

 A student must have a mentor secured by: The week of May 1st 2017

Course Overview: Access Course Overview