Course Title: Deliver and monitor a service to customers

Part A: Course Overview

Program: C5373 Diploma of Dental Technology

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)
MKTG7965C	City Campus	TAFE	174T School of VE Engineering, Health & Science	Face-to-Face or Internet or Workplace	Term1 2017, Term2 2017, Term2 2018

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 2018 (All)

Course Contact: Rachael Starr

Course Contact Phone: +61 3 9341 1420

Course Contact Email: rachael.starr@rmit.edu.au

Course Description

This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.

 

It 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.

 

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Pre-requisite Courses and Assumed Knowledge and Capabilities

None

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 completion of this course, you should be able to:

1 Identify customer needs

 

2 Deliver a service to customers   

 

3 Monitor and report on service delivery 

Overview of Assessment

Before the critical aspects of evidence are considered all prerequisites must be met.

  

 

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.