mode Head Office. Main resources and PowerPoints from previous training Training Room (seats up to 15) equipment Induction NA requirements Assessment NA requirements Language, literacy Some of the learners have attained formal qualifications, however, around 30% of this team left school early and have and numeracy (LLN) not completed a senior school certificate. As they are requirements of the inexperienced learners there may be some LLN issues to program consider in your planning. It is suggested the sessions and resources for this group be simple, at least initially, until a full review of the learners has been undertaken. Special needs One participant, Jeremy White uses a wheelchair. Melanie Purton has some visual impairment and copes well with larger text and audio wherever possible. Learning Program – Plan & Timeline SESSION TOPIC (Unit REFERENCE TO PROGRAM RESOURCES & DATE grouping (i.e. Performance Criteria, Skill, REQUIRED Knowledge component) name) Module 1 Customer 1.BSBCUS301B Deliver and Session Plans, Dates to Service monitor a service to customers PowerPoint be 2.BSBCMM301B Process presentations, determined customer complaints classroom activities Identify customer needs Deliver a service Monitor and report service delivery Respond to complaints Refer complaints Exercise judgement See unit guides for further information on skills and knowledge.
mode Head Office. Main resources and equipment PowerPoints from previous training Training Room (seats up to 15) Induction requirements NA Assessment requirements NA Language, literacy and numeracy (LLN) requirements of the program Some of the learners have attained formal qualifications, however, around 30% of this team left school early and have not completed a senior school certificate. As they are inexperienced learners there may be some LLN issues to consider in your planning. It is suggested the sessions and resources for this group be simple, at least initially, until a full review of the learners has been undertaken. Special needs One participant, Jeremy White uses a wheelchair. Melanie Purton has some visual impairment and copes well with larger text and audio wherever possible. Learning Program – Plan & Timeline SESSION & DATE TOPIC (Unit grouping name) REFERENCE TO PROGRAM (i.e. Performance Criteria, Skill, Knowledge component) RESOURCES REQUIRED Module 1 Dates to be determined Customer Service 1.BSBCUS301B Deliver and monitor a service to customers 2.BSBCMM301B Process customer complaints Identify customer needs Deliver a service Monitor and report service delivery Respond to complaints Refer complaints Exercise judgement See unit guides for further information on skills and knowledge. Session Plans, PowerPoint presentations, classroom activities
Program%20Outline%20Customer%20Service%20Module_v1.0.docx