Course Title: Deliver and monitor a service to customers

Part A: Course Overview

Program: C4274 Certificate IV in Building and Construction (Building)

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.

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.


Flexible Terms

Course Code

Campus

Career

School

Learning Mode

Teaching Period(s)

MKTG7965C

City Campus

TAFE

174T School of VE Engineering, Health & Science

Face-to-Face or Internet or Workplace

VE 2020 (M15)

MKTG7965C

City Campus

TAFE

174T School of VE Engineering, Health & Science

Face-to-Face or Internet or Workplace

VE 2021 (All)

Course Contact: Matthew Sweeney

Course Contact Phone: +61 3 9925 4105

Course Contact Email: matthew.sweeney@rmit.edu.au



Course Description

In this course you will develop the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.

  This course 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.

Pre-requisite Courses and Assumed Knowledge and Capabilities

Nil



National Competency Codes and Titles

National Element Code & Title:

BSBCUS301 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

On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate competency in the above elements.


Overview of Assessment

Assessment will incorporate a variety of methods including written, oral, practical tasks and activities.Students will be asked to personally demonstrate to the teacher/assessor the practical skills gained during this course to the relevant industry standards. Assessment activities will occur throughout this course and feedback will be provided at regular intervals. 

Assessment Tasks

Student must pass each of the following assessment tasks to demonstrate competent. 

Assessment

Assessment 1

Knowledge Quiz 1

Assessment 2

Knowledge Quiz 2

Assessment 3

Project