Course Title: Address customer needs
Part A: Course Overview
Program: C4354
Course Title: Address customer needs
Portfolio: SET
Nominal Hours: 50.0
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.Course Code |
Campus |
Career |
School |
Learning Mode |
Teaching Period(s) |
MKTG7874C |
City Campus |
TAFE |
130T Engineering (TAFE) |
Face-to-Face |
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 manage the ongoing relationship with a customer, which includes assisting the customer to articulate their needs, meeting customer needs and managing networks to ensure customer needs are addressed. The customer relationship would typically involve direct interaction a number of times over an extended period.
This unit is appropriate to workers who are expected to have detailed product knowledge in order to recommend customised solutions. They would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.
Pre-requisite Courses and Assumed Knowledge and Capabilities
Nil
National Competency Codes and Titles
National Element Code & Title: |
BSBCUS402B Address customer needs |
Elements: |
1. Assist customer to articulate needs |
2. Satisfy complex customer needs |
|
3. Manage networks to ensure customer needs are addressed |
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.