Course Title: Manage customer service
Part A: Course Overview
Program: C5302 Diploma of Logistics
Course Title: Manage customer service
Portfolio: Vocational Education
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.Terms
Course Code |
Campus |
Career |
School |
Learning Mode |
Teaching Period(s) |
BUSM8001C |
City Campus |
TAFE |
650T Vocational Business Education |
Face-to-Face or Internet |
Term2 2016 |
Course Contact: Tim Wallis
Course Contact Phone: +61 3 9925 5423
Course Contact Email: timothy.wallis@rmit.edu.au
Course Description
The unit generally applies to those who provide leadership to staff required to meet internal and external customer requirements within the transport and distribution industry.
Pre-requisite Courses and Assumed Knowledge and Capabilities
None
National Competency Codes and Titles
National Element Code & Title: |
TLII5018 Manage customer service |
Elements: |
1 Plan to meet internal and external customer requirements 2 Ensure delivery of quality products/services 3 Monitor, adjust and report customer service |
Learning Outcomes
This course delivers the skills and knowledge required to manage customer service. It includes planning to meet internal and external customer requirements; ensuring delivery of quality products/services; and monitoring, adjusting and reporting customer service.
Overview of Assessment
Students must demonstrate an understanding of all elements of a particular competency to be deemed competent. Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks.
Assessment will incorporate a variety of methods including assignments, journals, presentation and written or test. Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met.