Course Title: Coordinate implementation of customer service strategies

Part A: Course Overview

Program: C4212 Certificate IV in Optical Dispensing

Course Title: Coordinate implementation of customer service strategies

Portfolio: SEH Portfolio Office

Nominal Hours: 40

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.

Course Code




Learning Mode

Teaching Period(s)

Course Contact: Timothy Haigh

Course Contact Phone: +61 3 9925 4846

Course Contact Email:

Course Description

This unit covers the skills and knowledge required to advise on, and carry out customer service strategies, and evaluate customer strategies on the basis of feedback and design strategies for improvement. This unit is related to BSBCMN310A Deliver and monitor a service to customers.

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

BSBCMN418A Address customer needs


1. Advise on customer service needs

2. Support implementation of customer service strategies

3. Evaluate and report on customer service

National Element Code & Title:

BSBCMN410A Coordinate implementation of customer service strategies

Learning Outcomes

Overview of Assessment

Assessment may consist of examinations, quizzes, practical demonstration, work based assessment or simulation, submission of your learning and assessment guide and assignments.