Course Title: Deliver and monitor a service to customers

Part B: Course Detail

Teaching Period: VE 2021

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: Sue Fatone

Course Contact Phone: +61 3 9341 1406

Course Contact Email: sue.fatone@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.

 


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 will 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 lecture via Collaborate Ultra in CANVAS

Simulated Practical Activities and Assessments


Teaching Schedule

As per Diploma of Dental Technology Timetable issued to students. 

(Please Note: timetable is subject to change at the discretion of RMIT. In this event notification will be provided to your student email).


Session 1 - Online theory, Topic 1 - Deliver and monitor a service to customers


Session 2 - Online theory, Topic 2 - Identify customer needs


Session 3 - Online theory, Topic 3 - Monitor and report on a service delivery


Learning Resources

Prescribed Texts


References


Other Resources


Overview of Assessment

You must show evidence of the ability to:

  • use communication skills to establish rapport and build relationships with customers in accordance with organisational requirements
  • identify customer needs using appropriate questioning and active listening skills
  • provide customer service in accordance with organisational requirements
  • respond to and record customer feedback and action taken according to organisational standards, policies and procedures
  • produce a report which identifies and recommends ways to improve service delivery.

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


Students enrolled in Vocational Education and Training qualifications are assessed for Competency. To be assessed as
Competent means you have consistently demonstrated the required knowledge and skills at a standard expected in then workplace.

To be assessed as Competent in this course, you will need to complete each assessment task to a satisfactory
standard. You will receive feedback from the teacher at the conclusion of each assessment task.


Results that apply to courses that are delivered and assessed in accordance with competency-based assessment are:


CA: Competency Achieved
NYC: Not Yet Competent
DNS: Did not Submit for Assessment


You should refer to the assessment brief which is available through Canvas for full assessment criteria.


Assessment Task 1: Knowledge Assessment 

This assessment will include short answer questions and will be conducted in student own time and submitted online vi CANVAS. The due date will be confirmed closer to date but students must submt this task within 2 weeks from the date when it gets issued.  

Assessment Task 2: Portfolio

This assessment task will be conducted within the simulated working environment at RMIT where students will be observed in delivering and monitoring services to the customers. Further details and assessment requirements will be communicated closer to date. 


Assessment Matrix

The assessment tasks listed in this course guide address all the elements and criteria of the requirements of this course. 

Other Information

Attendance:
Your learning experience will involve class-based teaching, discussion, demonstration and practical exercises
It is strongly advised that you attend all timetabled sessions.

This will allow you to engage in the required learning activities, ensuring you the maximum opportunity to complete this course successfully.

Information about your studies:
You can access My Studies through the RMIT website for information about timetables, important dates, assessment
dates, results and progress, Canvas etc. https://www.rmit.edu.au/students

Assessment:
Information on assessment including Special consideration, Adjustments to assessment, (eg. applying for an extension of time).  https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment

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. https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/academic-integrity

Credit Transfer and Recognition of Prior Learning:
Credit transfer is the recognition of previously completed formal learning (an officially accredited qualification).
Recognition of Prior Learning (RPL) is an assessment process that allows you to demonstrate competence using the
skills you have gained through experience in the workplace, voluntary work, informal or formal training or other life
experiences. https://rmit.service-now.com/navpage.do

Please speak to your teacher if you wish to discuss applying for Credit Transfer or RPL for the unit(s) of competency
addressed in this course. https://www.rmit.edu.au/students/student-essentials/enrolment/apply-for-credit

Course Overview: Access Course Overview