Course Title: Manage quality customer service

Part B: Course Detail

Teaching Period: Term1 2021

Course Code: EMPL7073C

Course Title: Manage quality customer service

Important Information:

See Canvas

School: 650T Vocational Business Education

Campus: City Campus

Program: C5391 - Diploma of Leadership and Management

Course Contact: Allan Maree

Course Contact Phone: +61 3 9925 1601

Course Contact Email: allan.maree@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

1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers

Element:

2 Ensure delivery of quality products and service

Performance Criteria:

2.1 Deliver products and services to customer specifications within organisation’s business plan

2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards

2.3 Help colleagues overcome difficulties in meeting customer service standards

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

3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services

3.3 Develop, procure and use resources effectively to provide quality products and services to customers

3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups

3.5 Manage records, reports and recommendations within the organisation’s systems and processes

Learning Outcomes


See Canvas


Details of Learning Activities

A range of learning activities are provided in this course. These include collaborative classroom based activities and online self-paced activities.  Classroom: The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated workplace environment.  We expect you to participate and contribute in all scheduled learning activities.  Pre-Class: This is online, by logging on to your Canvas course, and includes required pre-class reading and activities. Other self-paced activities will be delivered through various technology platforms. These may include your contribution to discussion threads, reflective journals, quizzes and interactive sessions. Sessions: There are two  face-to-face classroom sessions for this unit each week which includes tutorials and workshops.  There are additional activities to support learning and research. 


Teaching Schedule

The course BSBCUS501 Manage quality customer service is clustered (co-delivered and co-assessed) with course BSBMKG502 Establish and adjust the marketing mix.  The nominal hours associated with this are a guide only and represent the total teaching time and student effort required to successfully complete the course.  This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

The nominal hours associated with this are a guide only and represent the total teaching time and student effort required to successfully complete this course.  This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities. 

The Teaching Schedule for this course is as follows: 

Week

Date

Topics

Assessment

1

 8 February

Induction

Introduction to the Course

 

2

15 February

Defining

1. Customer Service

2. Customer Value

 

 

3

22 February

1. Customer Service Charters

2. Strategies to build Customer Relationships

 

 

 

4

21 March

1. Customer Service Culture

2. The Marketing Environment

 

 

5

8 March

 

1. Best Practice Customer Service

2. Marketing Research

 

 
 6 

15 March

 

1. Delivery of quality goods and services

2. Consumer buying behaviours

 

 

 

7

22 March

 

1. Work on Assessment 1 CS

2. Market Segmentation

Assessment 1 - Part A - Customer Service Report due: See Canvas

 

8

29 March

1. Customer difficulties and complaints

2. Products, services and brands

 

 

9

12 April

  

1. Monitor, adjust and review CS

2. New Product development

  
10  19 April  

1. Monitor, adjust and review CS

2. Pricing

  
11  26 April

1. Feedback processes

2. Placement

  
12  3 May

1. Report writing

2. Presentation skills

 Assessment 1 - Part B - Marketing Mix Research Report due: See Canvas
13  10 May

1. Presentation skills

2. Promotion

  
14  17 May Assessment 2 for Customer Service - PRESENTATIONS Assessment 2 - Part A - Customer Service Presentation due: See Canvas
15  24 May

Assessment 2 for Marketing Mix - PRESENTATIONS

 

 		 Assessment 2 - Part B - Marketing Mix Presentation due: See Canvas
16  31 May  Review  


Learning Resources

Prescribed Texts


References


Other Resources

See Canvas


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

There are two assessments for this course, one will concentrate on establishing a Marketing Plan, and the other will be the writing of a Customer Service Charter. 

Students must demonstrate competency in both assessments to pass this course. You will be assessed individually.

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 - Part A - Customer Service Report

 

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 requirementsThe assessment matrix that maps all the assessments is available in the Learning Management System. 

 

•     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 Task 1 - Part B - Marketing Mix Report 

 

 

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 2 - Part A - Customer Service Report Presentation

Assessment Task 2 - Part B - Marketing Mix Report Presentation

 


Assessment Matrix

The assessment matrix that maps all the assessments is available in Canvas

Other Information

Submission Requirements

You should:

     • Ensure that you submit assessments on or before the due date via Canvas. 
     • 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.

Extension of Time.  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
Form to use is found in the section "How to apply."

Special Consideration. Where more 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

Resubmission (VE Programs)

If you are found to be Not Yet Competent in a course assessment task (or you do not submit the assessment tasks/attend the assessment) 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 in Canvas. 

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.

Adjustments to Assessment

In certain circumstances students may be eligible for an assessment adjustment. 

More information: https://www.rmit.edu.au/students/student-essentials/assessment-and-exams/assessment/adjustments-to-assessment

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. 

CA Competency Achieved 
NYC Not Yet Competent 
DNS Did Not Submit for assessment 

Course Overview: Access Course Overview