Course Title: Provide information to customers
Part B: Course Detail
Teaching Period: Term2 2012
Course Code: MKTG7831C
Course Title: Provide information to customers
School: 155T Vocational Health and Sciences
Campus: City Campus
Program: C5283 - Diploma of Laboratory Technology (Pathology Testing)
Course Contact: Amberlee Mitton
Course Contact Phone: (03) 9925 8053
Course Contact Email: amber.mitton@rmit.edu.au
Name and Contact Details of All Other Relevant Staff
Geraldine Walton - teacher
Nominal Hours: 30
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
This unit of competency has no prerequisite(s).
Course Description
This unit of competency covers the ability to respond to both internal and external inquiries of a specialised technical nature. The advice and information requested will require the gathering of information, such as trend analysis, collection of data and samples, confirmation of validity of results, revision of plans or product advice additional to that on data sheets.
National Codes, Titles, Elements and Performance Criteria
National Element Code & Title: |
MSL915001A Provide information to customers |
Element: |
1. Assess the request for information and/or advice |
Performance Criteria: |
1.1. Clarify and confirm the source, nature and priority of the request |
Element: |
2. Prepare response |
Performance Criteria: |
2.1. Locate and obtain required information if available |
Element: |
3. Provide information and/or advice |
Performance Criteria: |
3.1. Ensure that information is accurate, relevant and complies with enterprise/statutory requirements |
Element: |
4. Record details of the request and response |
Performance Criteria: |
4.1. Record all information details accurately in accordance with enterprise procedures |
Learning Outcomes
Details of Learning Activities
Lectures
In-class discussions
In-class worksheets
In-class group activities/presentations
Teaching Schedule
Week | Date | Topic |
1 | 11 Jul | Introduction Provide effective customer service Key terms Identify client base Maintaining good customer relations |
2 | 18 Jul | Assess and respond to requests Oral communication Customer complaints |
3 | 25 Jul | Provide information and advice to external Customers Respond to a request Gather information Provide a response |
4 | 1 Aug | Maintain and improve customer service Systems Customer service systems Assess a request for information Prepare response Record details of the request and response |
5 | 8 Aug | Provide information: Business Writing Write Effective Workplace Documents |
6 | 15 Aug | Write short reports |
7 | 22 Aug | Work on Business Writing Portfolio |
8 | 29 Aug | EXAMS |
9 | 5 Sep | Write business letters |
10 | 12 Sep | Write memos & emails |
11 | 19 Sep | Write technical documents |
26 Sep | Mid Semester Break | |
12 | 3 Oct | Work on Business Writing Portfolio |
13 | 10 Oct | Collect, analyse and organise Information Plan and organise a meeting |
14 | 17 Oct | Conduct, review and evaluate a meeting |
15 | 24 Oct | Conduct, review and evaluate a meeting |
16 | 31 Oct | EXAMS |
Learning Resources
Prescribed Texts
References
Other Resources
Overview of Assessment
Assessments for this course typically consist of:
• Class activities
• Assignments
• Presentations
Assessment Tasks
Worksheets 30%
Business Writing Portfolio 40%
Plan, organise, conduct, review and evaluate a meeting 30%
Assessment Matrix
Course Overview: Access Course Overview