Course Title: Manage organisational customer service
Part B: Course Detail
Teaching Period: Term2 2022
Course Code: MKTG6115C
Course Title: Manage organisational customer service
Important Information:
Please note that this course may have compulsory in-person attendance requirements for some teaching activities.
To participate in any RMIT course in-person activities or assessment, you will need to comply with RMIT vaccination requirements which are applicable during the duration of the course. This RMIT requirement includes being vaccinated against COVID-19 or holding a valid medical exemption.
Please read this RMIT Enrolment Procedure as it has important information regarding COVID vaccination and your study at RMIT: https://policies.rmit.edu.au/document/view.php?id=209.
Please read the Student website for additional requirements of in-person attendance: https://www.rmit.edu.au/covid/coming-to-campus
Please check your Canvas course shell closer to when the course starts to see if this course requires mandatory in-person attendance. The delivery method of the course might have to change quickly in response to changes in the local state/national directive regarding in-person course attendance.
See Canvas
School: 525T Business & Enterprise
Campus: City Campus
Program: C5406 - Diploma of Business
Course Contact: Steven Hansen
Course Contact Phone: +61 3 9925 5705
Course Contact Email: steven.hansen@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.
The unit applies to individuals who supervise customer service provided by others within an organisation. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.
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: |
BSBOPS505 Manage organisational customer service |
Element: |
1. Establish customer requirements |
Performance Criteria: |
1.1 Consult with customers to identify customer service requirements 1.2 Integrate customer feedback into organisation’s business plan 1.3 Identify and procure resources required to address customer service requirements |
Element: |
2. Deliver quality products and services |
Performance Criteria: |
2.1 Deliver product and service according to customer specifications within organisation’s business plan 2.2 Monitor team performance and assess against the organisation’s quality and delivery standards 2.3 Support colleagues to overcome difficulties in meeting customer service standards |
Element: |
3. Evaluate customer service |
Performance Criteria: |
3.1 Develop and use strategies for monitoring progress against product and service targets and standards 3.2 Develop and use strategies for obtaining customer feedback on provision of product and service 3.3 Adapt delivery of customer product and service in consultation with relevant individuals and groups 3.4 Manage records, reports and recommendations within the organisation’s systems and processes |
Learning Outcomes
This course is structured to provide students with the optimum learning experience in order to demonstrate 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.
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 is one face-to-face classroom session for this unit each week which includes tutorials and workshops. There are additional activities to support learning and research.
Teaching Schedule
Week |
Topic |
Readings and Activities |
Assessment |
|
Week 1
|
This week we will cover course requirements and support documents / resources. Including:
This week's topics:
|
Reading:
Activity:
Week1 learning activities |
Extensions / Resubmissions |
|
Week 2
|
This week's topics
|
Reading:
Activity:
Creating an unmatched customer experience
|
Assessment task 1 review |
|
Week 3
|
This week we will cover the following topics:
|
Reading:
Activity:
|
Task 1 Q8 |
|
Week 4
|
This week we will cover the following topics:
|
Reading:
Activity:
|
Task 1 Q2, Q3 Q5 Task 3 Part 2 |
|
Week 5
|
This week we will cover the following topics:
|
Reading:
Activity:
|
Task 1 Q10 Week 5 Quiz on Canvas |
|
Week 6
|
This week we will cover the following topics:
|
Reading:
Activity:
|
Task 1 Q6 Task 2 Part 1 – role play preparation |
|
Week 7
|
This week we will cover the following topics:
|
Reading:
Activity:
|
Task 1 Q15 |
|
Week 8
|
This week we will cover the following topics:
|
Reading:
Activity:
|
Task 1 Q4, Q16 Task 2 Part 4
|
|
Week 9
|
This week we will cover the following topics:
|
Reading:
Activity:
|
Task 1 Q14 Task 2 Part 2 Q1a) |
|
Week 10
|
This week we will cover the following topics:
|
Reading:
Activity:
|
Task 1 Q 11 Q12 Task 2 Part 2 Q1 b),c), Q2 |
|
Week 11
|
This week we will cover the following topics:
|
Reading:
Activity:
|
Task 1 Q1, Q9 Task 2 Part 3 a), b) c) |
|
Week 12
|
This week we will cover the following topics:
|
Reading:
Activity:
|
Assessment task 1 due end of this week.
Task 1 Q 16, Q17 Task 2 Part 5 Part 6 |
|
Week 13
|
This week we will cover the following topics:
|
Reading: Activity: |
Workshop assessment task 3 Part 1 and Part 3 |
|
Week 14
|
|
Reading: Activity: Observed role plays |
Assessment task 2 due end of this week Observed role plays |
|
Week 15
|
|
Reading: Activity:
|
Assessment task3 due end of this week |
|
Week 16
|
This week will be dedicated to re-submission of assessments if needed. |
|
|
Learning Resources
Prescribed Texts
References
Other Resources
N/A
Overview of Assessment
In order to achieve competency in this unit, you must provide:
Performance Evidence
The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:
- develop and review strategy for delivering and monitoring quality customer service for an organisation or work area.
In the course of the above, the candidate must:
- implement quality customer service policies and procedures
- identify and resolve system problems relating to poor customer service
- assist teams to meet customer service requirements
- develop, procure and use human and physical resources to support quality customer service delivery.
Knowledge Evidence
The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:
- legislative and regulatory frameworks governing customer service
- elements of effective customer service including quality, time and cost
- organisational policies and procedures for customer service and handling customer complaints
- relevant service standards and best practice models
- key principles of public relations and product promotion
- common techniques for solving complaints
- principles and techniques involved in managing:
- customer behaviour
- specific customer needs
- customer research
- customer relations
- ongoing product and 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
Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.
This includes access to:
- legislation, regulations and codes of practice related to customer service
- workplace documentation and resources
- complex customer complaints.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
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
Assessment Task 1 - Knowledge Questions
Due Week 12
Summary and Purpose of Assessment
This assessment is Assessment Task one (1) of three (3) assessment tasks in this cluster of two courses: BSBOPS505 Manage organisational customer service and BSBXCM501 Lead communication in the workplace. All three (3) assessment tasks must be satisfactorily completed to be deemed competent in these two courses.
This assessment will assess student’s knowledge in communication in the workplace and as it applies to good customer service.
Assessment Task 2 - Customer Service
Due week 14
Summary and Purpose of Assessment
This assessment is Assessment Task one (2) of three (3) assessment tasks in this cluster of two courses: BSBOPS505 Manage organisational customer service and BSBXCM501 Lead communication in the workplace. All three (3) assessment tasks must be satisfactorily completed to be deemed competent in these two courses.
Completing this activity will allow students to demonstrate their knowledge and ability to deliver customer service in an organisation and their skills in negotiating with customers to resolve issues. The role play activities allow students to demonstrate customers service management and effective communication skills.
Assessment Task 3 - Communication Protocols
Due week 15
Summary and Purpose of Assessment
This assessment is Assessment Task three (3) of three (3) assessment tasks in this cluster of two courses: BSBOPS505 Manage organisational customer service and BSBXCM501 Lead communication in the workplace. All three (3) assessment tasks must be satisfactorily completed to be deemed competent in these two courses.
Completing this activity will allow students to demonstrate their knowledge and ability to develop and use protocols that support communicate effectively in an organisation.
Assessment Matrix
The assessment matrix that maps all the assessments is available on 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