Course Title: Deliver and monitor a service to customers
Part A: Course Overview
Program: C4338 Certificate IV in Plumbing and Services
Course Title: Deliver and monitor a service to customers
Portfolio: Vocational Education
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.Terms
Course Code |
Campus |
Career |
School |
Learning Mode |
Teaching Period(s) |
MKTG6098C |
City Campus |
TAFE |
130T Vocational Engineering |
Face-to-Face |
Term1 2014, Term2 2015 |
Course Contact: Program Manager
Course Contact Phone: +61 3 9925 4468
Course Contact Email: vocengineering@rmit.edu.au
Course Description
This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. Operators may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide techncal advice and support to customers over either a short or long term interaction.
Pre-requisite Courses and Assumed Knowledge and Capabilities
Nil.
National Competency Codes and Titles
National Element Code & Title: |
BSBCUS301B Deliver and monitor a service to customers |
Elements: |
1. Identify customer needs 2. Deliver a service to customers 3. Monitor and report on service delivery |
Learning Outcomes
Refer to elements.
Overview of Assessment
Assessment may incorporate a variety of methods including written/oral activities and demonstration of practical skills to the relevant industry standards. Participants are advised that they are likely to be asked to personally demonstrate their assessment activities to their teacher/assessor. Feedback will be provided throughout the course.
Assessment Tasks
Students must pass each of the following assessment tasks to demonstrate competent.
Assessment | |
Task 1 |
Observation of students, role playing customer service requirements |
Task 2 |
Complete questions from learning resource |
Task 3 |
Develop customer service survey template to your industry needs and seek client feedback |
These tasks assesses the following Course Learning Outcomes (CLOs):
Assessment Mapping Matrix
Elements/ Performance Criteria Covered |
Task 1 |
Task 2 |
Task 3 |
1.1 |
X |
X |
X |
1.2 |
X |
X |
X |
1.3 |
X |
X |
X |
1.4 |
X |
X |
X |
2.1 |
X |
X |
X |
2.2 |
X |
X |
X |
2.3 |
X |
X |
X |
2.4 |
X |
X |
X |
2.5 |
X |
X |
X |
3.1 |
X |
X |
X |
3.2 |
X |
X |
X |
3.3 |
X |
X |
X |
3.4 |
X |
X |
X |
3.5 |
X |
X |
X |
To be deemed competent you must demonstrate an understanding of all aspects required of the competency. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks.