Part B: Course Detail
Teaching Period: Term1 2025
Course Code: MKTG7965C
Course Title: Deliver and monitor a service to customers
School: 535T Social Care and Health
Campus: City Campus
Program: C5387 - Diploma of Dental Technology
Course Contact: Luke Scarica
Course Contact Phone: 03 9925 0312
Course Contact Email: luke.scarica@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 learning
Classroom lectures/tutorials
Teaching Schedule
Session |
Topic |
Learning Materials and Activities |
Assessment Remarks |
1 |
Online theory session |
Online |
This knowledge will help you complete your assessment tasks |
2 |
Onsite observation |
Practical |
Practical assessment |
|
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 the 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.
You should refer to the assessment brief which is available through Canvas for full assessment criteria
Assessment 1: Written assignment on identification of customer needs
Assessment 2: Written assignment on delivering a service to customers
Assessment 3: Written assignment on monitoring and reporting on the services delivered
Re-submissions
You will be given two (2) attempts for each assessment to demonstrate the required skills. If a student does not submit an assessment on the first date provided however submits on the re-submission date this submission will be the only attempt allowed. A third (3rd) attempt can only be offered after discussions between teacher and the Program Coordinator and is not automatic.
Re-submissions beyond two (2) attempts are at the discretion of the Program Coordinator and Program Manager after a conversation is had by the teacher, Program Coordinator and Program Manager. A 3rd attempt consideration will take into account class attendance( 80-100% requirement), interaction within class and communication with the class teacher.
Results
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
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, discussions, demonstrations 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.
If you attend late to a lab/clinic/practical teaching session you must wait to be allowed entrance to the lab/clinic as this can pose a WHS issue, especially if specialised equipment is being used and demonstrated. Teachers are permitted to not allow you to use equipment if formal training has been missed, if this happens you must request a meeting with the teacher and program coordinator to discuss moving forward.
If you miss an assessment or assessable practical class you need to apply for special consideration. The special consideration department will ask you to provide a medical certificate or give other evidence to support your request. Once Special consideration has been applied for the students will wait for the results and then contact their teacher on the outcome of the result.
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
Extensions of time for submission of assessable work:
If you are prevented from submitting an assessment on time by circumstances outside your control you may apply for an extension of up to seven (7) calendar days in writing (email) to your teacher and Program Coordinator one working day BEFORE the due date. Please provide evidence and /or valid reasonings why you were unable to complete the submission on time within this email. Extensions cannot be guaranteed if evidence or valid reasons are not given. Eligibility criteria for application and the form is available from the link: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/extensions-of-time-for-submission-of-assessable-work
Special consideration:
If due to illness or other unforeseen circumstance, you are unable to attend on the due date of an assessment (e.g. test, examination, oral, etc.), you may submit an application for special consideration within 5 working days of the due date. If special consideration is granted, you will be given the opportunity to complete/repeat the assessment task at a later date. For advice on this application please visit www.rmit.edu.au/students/specialconsideration or speak to your Program Coordinator
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.
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