Part B: Course Detail

Teaching Period: VE 2019

Class Number: All

Class Section: All

For flexible terms and optional semesters, a Part B course guide may have been published for the entire teaching period, or for the specific class number in which you are enrolled. If there is no Part B course guide published for your specific class number, please refer to the guide for the teaching period in which you are enrolled. Enrolment Online is the definitive source for details regarding your class enrolment.

Course Code: MKTG7965C

Course Title: Deliver and monitor a service to customers

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

Campus: City Campus

Program: C5387 - Diploma of Dental Technology

Course Contact: Rachael Starr

Course Contact Phone: +61 3 9341 1420

Course Contact Email: rachael.starr@rmit.edu.au

Name and Contact Details of All Other Relevant Staff

Nominal Hours: 35

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 identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.

 

It applies to individuals who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over short or long term interactions.

 

No licensing, legislative or certification requirements apply to this unit at the time of publication.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:	BSBCUS301 Deliver and monitor a service to customers
Element:	1 Identify customer needs
Performance Criteria:	1.1 Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations 1.2 Assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements 1.3 Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options 1.4 Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals
Element:	2 Deliver a service to customers
Performance Criteria:	2.1 Provide prompt service to customers to meet identified needs in accordance with organisational and legislative requirements 2.2 Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery 2.3 Sensitively and courteously handle customer complaints in accordance with organisational and legislative requirements 2.4 Provide assistance or respond to customers with specific needs according to organisational and legislative requirements 2.5 Identify and use available opportunities to promote and enhance services and products to customers
Element:	3 Monitor and report on service delivery
Performance Criteria:	3.1 Regularly review customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements 3.2 Identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative requirements 3.3 Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements 3.4 Regularly seek customer feedback and use to improve the provision of products and services 3.5 Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery

Learning Outcomes

On completion of this course, you should be able to:

1 Identify customer needs

2 Deliver a service to customers   

3 Monitor and report on service delivery 

Details of Learning Activities

Online learning Classroom lectures/tutorials

 

Teaching Schedule

 

Refer to Canvas for Class schedule 

Learning Resources

Prescribed Texts

References

Other Resources

Overview of Assessment

To be deemed competent you must demonstrate an understanding of all aspects required of the competency.   

Regular attendance is necessary. 

Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks and consist of theory and practical based tasks.

Assessment Tasks

Assessment 1: Identifying customer needs - Written assignment Assessment 2: Deliver a service to customers - Written assignment Assessment 3: Monitoring a service to customers - Written assignment

 

Assessment Matrix

E/PC	Assessment 1	Assessment 2:	Assessment 3:
1.1	X
1.2	X
1.3	X
1.4	X
2.1		X
2.2		X
2.3		X
2.4		X
2.5		X
3.1			X
3.2			X
3.3			X
3.4			X
3.5			X

Course Overview: Access Course Overview