Part A: Course Overview

Program: C5387 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 2019, Term1 2020
MKTG7965C	City Campus	TAFE	535T Social Care and Health	Face-to-Face or Internet or Workplace	Term1 2025

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 2019 (All)
MKTG7965C	City Campus	TAFE	174T School of VE Engineering, Health & Science	Face-to-Face or Internet or Workplace	VE 2020 (All)
MKTG7965C	City Campus	TAFE	174T School of VE Engineering, Health & Science	Face-to-Face or Internet or Workplace	VE 2021 (DT1), VE 2021 (All)

Course Contact: Luke Scarica

Course Contact Phone: 03 9925 0312

Course Contact Email: luke.scarica@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.

 

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 will be able to:

1 Identify customer needs

2 Deliver a service to customers   

3 Monitor and report on service delivery 

Overview of Assessment

You must show evidence of the ability to:

• use communication skills to establish rapport and build relationships with customers in accordance with organisational requirements
• identify customer needs using appropriate questioning and active listening skills
• provide customer service in accordance with organisational requirements
• respond to and record customer feedback and action taken according to organisational standards, policies and procedures
• produce a report which identifies and recommends ways to improve service delivery.

To be deemed competent you must demonstrate an understanding of all aspects required of the competency.   

Regular attendance is necessary. 

Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks and consist of theory and practical based tasks.