Course Title: Deliver and monitor a service to customers
Part B: Course Detail
Teaching Period: Term1 2019
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
Online material: "BSBCUS301 Deliver and monitor a service to customers"
Lecture/tutorial class Semester 1 Week 6
Learning Resources
Prescribed Texts
References
Other Resources
Overview of Assessment
Assessment 1 - Written assignment
Assessment 2 - Written assignment
Assessment 3 - Written assignment
Assessment Tasks
Assessment 1: Written assignment on identification of customer needs (to be submitted before end of Semester 1 week 9) Assessment 2: Written assignment on delivering a service to customers (to be submitted before end of Semester 1 week 12) Assessment 3: Written assignment on monitoring and reporting on the services delivered (to be submitted before end of Semester 1 week 15)
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