Course Title: Manage quality customer service
Part B: Course Detail
Teaching Period: Term1 2018
Course Code: EMPL7073C
Course Title: Manage quality customer service
School: 650T Vocational Business Education
Campus: City Campus
Program: C5338 - Diploma of Leadership and Management
Course Contact: Sylvia Baroutis
Course Contact Phone: +61 3 9925 5469
Course Contact Email: sylvia.baroutis@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Nominal Hours: 40
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 skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.
It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
BSBCUS501 Manage quality customer service |
Element: |
1 Plan to meet internal and external customer requirements |
Performance Criteria: |
1.1 Investigate, identify, assess, and include the needs of customers in planning processes |
Element: |
2 Ensure delivery of quality products and services |
Performance Criteria: |
2.1 Deliver products and services to customer specifications within organisation’s business plan |
Element: |
3 Monitor, adjust and review customer service |
Performance Criteria: |
3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards |
Learning Outcomes
Details of Learning Activities
A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.
The self-paced activities will be delivered through various technology platforms and may include your contribution to wikis and discussion threads, reflective journals, quizzes and interactive sessions.
The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practise your skills in a simulated/real workplace environment.
We expect you to participate and contribute in all scheduled learning activities.
Teaching Schedule
| Week | Commencing | Topic | Assessment |
| 1 | 5 Feb |
Induction Session Course Session 1 Introduction to the Course including: |
|
| 2 | 12 Feb |
Creating and capturing customer value - Textbook and slides Chapter 1 pp. 2-35. Review the learning objectives pp.30-32 Element 1: Plan to meet internal and external customer requirements What is customer service (CS)? |
|
| 3 | 19 Feb |
Company and marketing strategy: Partnering to build customer relationship - Textbook and slides Chapter 2 pp. 36-67. Review the learning objectives pp. 60-62 Customer service standards – p 621 (Knowledge Evidence) (1.2) |
|
| 4 | 26 Feb |
Analysing the marketing environment - Textbook and slides Chapter 3 pp.70-98. Review the learning objectives pp. 94-95 Manage CS culture (1.2) |
|
| 5 | 5 Mar |
Managing marketing information: Marketing research process - Textbook and slides Chapter 4 pp. 100-131. Review the learning objectives pp. 128-130 Customer service best practice models (Knowledge Evidence) |
|
| 6 | 12 Mar |
Consumer markets: Consumer buyer behaviour - Textbook and slides Chapter 5 pp. 134-167. Review the learning objectives pp. 162-164 Element 2: Ensure delivery of quality products and services |
|
| 7 | 19 Mar |
Customer driven marketing strategy: Creating value for target customers - Textbook and slides Chapter 6 pp. 172-201 Work on Assessment 1 - Report writing and consultation |
|
| 8 | 26 Mar |
Product, service and brands: Building customer value - Textbook and slides Chapter 7 pp. 202-234: Review the concepts pp.229-231 Element 2: Ensure delivery of quality products and services |
Assessment 1 due Customer service report |
| 29 Mar-4 April | MID-SEMESTER BREAK |
||
| 9 | 9 Apr |
Developing new products: Managing the product lifecycle - Textbook and slides Chapter 8 pp. 236-261: Review the concepts pp.247-259 Element 3: Monitor, adjust and review customer service Monitor progress in achieving CS targets and standards (3.1) |
|
| 10 | 16 Apr |
Pricing: to capture customer value - Textbook and slides Chapter 9 pp. 262-295: Review the concepts pp.291-293 Monitor CS |
|
| 11 | 23 Apr |
Placement: Customer value fulfilment - Textbook and slides Chapter 10 pp. 296-339: Review the concepts pp.333-336 Consult on and adjust CS |
|
| 12 | 30 Apr |
Communicating customer value: Advertising and PR - Textbook and slides Chapter 11 pp. 340-375: Review the concepts pp.369-371 Consult on and adjust CS - Keep good records – p 631 (3.5) Presentation skills
|
|
| 13 | 7 May |
Personal selling, Sales Promotion: Direct and Digital marketing - Textbook and slides Chapters 12 & 13 pp. 376-449: Review the concepts pp.401-403 & pp.439-442: Work on Assessment 2 - consultation |
|
| 14 | 14 May | Direct and Digital Marketing - Building one-to-one customer relations Textbook and slides Chapter 13 pp. 408-449 Review the concepts 439-445 | Submission of Marketing Plan online |
| 15 | 21 May | Sustainable marketing - Social responsibility, ethics and legal compliance -451-491 | Submission of Customer Charter online |
| 16 | 28 May | Resits and re-submissions as appropriate |
Learning Resources
Prescribed Texts
Cole, K 2016, Management theory & practice, 6e, Cengage Learning, South Melbourne. |
References
Other Resources
Dwyer, J 2016 The Business Communication Handbook, 10e, Cengage Learning, South Melbourne (chapter 12).
Overview of Assessment
In order to achieve competency in this unit, you must provide:
Performance Evidence
Evidence of the ability to:
- develop and manage organisational systems for quality customer service
- develop and review plans, policies and procedures for delivering and monitoring quality customer service
- implement policies and procedures to ensure quality customer service
- solve complex customer complaints and system problems that lead to poor customer service
- monitor and assist teams to meet customer service requirements
- develop, procure and use human and physical resources to support quality customer service delivery.
Knowledge Evidence
To complete the unit requirements safely and effectively, you must:
- outline the legislative and regulatory context of the organisation relevant to customer service
- describe organisational policy and procedures for customer service including handling customer complaints
- identify service standards and best practice models
- summarise public relations and product promotion
- outline techniques for dealing with customers including customers with specific needs
- explain techniques for solving complaints including the principles and techniques involved in the management and organisation of:
- customer behaviour
- customer needs research
- customer relations
- ongoing product and/or service quality
- problem identification and resolution
- quality customer service delivery
- record keeping and management methods
- strategies for monitoring, managing and introducing ways to improve customer service relationships
- strategies to obtain customer feedback.
Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the customer service field of work and include access to:
- legislation, regulations and codes of practice related to customer service
- business technology
- workplace documentation and resources
- complex customer complaints
- case studies and, where possible, real situations
- interaction with others.
Feedback
Feedback will be provided throughout the semester in class and/or online discussions. You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.
You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.
Assessment Tasks
Assessment Projects
Module 1- Customer Engagement
Attracting and keeping customers is of fundamental concern to any business. The assessments for this section of the program focus on analysing existing practices within your business unit or organisation in order to identify opportunities for improvement. There are two assessment tasks. Both tasks must be successfully completed to meet the requirements for this module.
Assessment Task 1.1Marketing Mix Report - Due Week 14 Week commencing 14 May 2018
Evaluate the marketing mix used in your business unit or organisation and the impact of each element on organisational marketing objectives, target market characteristics and desired positioning. Prepare a report for management that clearly identifies the key features of the current situation with recommendations for improvement. Elements of the marketing mix
to be analysed are as follows:
• Customer service levels
• Product or service distribution
• Product or service pricing
• Additional products or services, if any
• Public relations and product or service promotion
Assessment Task 1.2 Customer Service Charter Due Week 15 - Week commencing 21 May 2018
Now that you have identified who the external customer is and what kinds of service they expect, you now need to plan to provide the required level of both external and internal customer service. This will require you to develop and implement a new (or revised} Customer Service Charter within your business unit. You will need to develop and submit the following evidence:
• Customer Service Charter, rationale and links to organisational objectives
• Outline of the physical and human resources required to implement the Charter including record
keeping requirements
• A plan to test and evaluate the implementation of the Charter including any additional training requirements
• Examples of monitoring and evaluating the implementation of the Charter and any adaptations made
• Meeting notes of collaboratively problem solving issues arising from implementation of the Charter
Assessment Matrix
Other Information
Submission Requirements
You should:
· Ensure that you submit assessments on or before the due date.
· Always retain a copy of your assessment tasks. (hard copy and soft copy)
· When you submit work for assessment at RMIT University you need to use the Assessment task document that includes a declaration and statement of authorship.
· Each page of your assessment should include a footer with your name, student number, the title of the assessment, unit code and title and page numbers.
Late Submission Procedures
You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates.
If you are prevented from submitting an assessment item on time, by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.
More Information: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/extensions-of-time-for-submission-of-assessable-work
Where an extension of greater than seven days is needed, you must apply for Special Consideration. Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination.
More Information: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/special-consideration
Resubmissions (VE Programs):
If you are found to be unsuccessful in a particular Course Assessment Task (or you do not submit/attend) you will be allowed one resubmission. Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission.
If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible.
Grading & re-submissions
Successful re-submissions will contribute a CAG only (Competency Achieved Grading) result to your overall grade for the course.
Adjustments to Assessment
In certain circumstances students may be eligible for an assessment adjustment. For more information about the circumstances under which the assessment arrangements might be granted please access the following website:
More Information: http://rmit.edu.au/browse;ID=7usdbki1fjf31
Marking Guide (Competency):
You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying.
You will receive feedback on each assessment task that will inform you about your progress and how well you are performing.
Marking Guide (Grading)
After achieving competency we then grade your performance in the unit and you will achieve one of the following grades:
Final Grades table:
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
Course Overview: Access Course Overview