Course Title: Manage customer service

Part A: Course Overview

Program: C5376 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.

Course Contact: Tim Wallis

Course Contact Phone: +61 3 9925 5423

Course Contact Email:

Course Description

This unit involves the skills and knowledge required to manage customer service as part of work undertaken in various contexts within the transport and logistics industry.

It includes planning to meet internal and external customer requirements, ensuring delivery of quality products/services and monitoring, adjusting and reporting customer service to improve the provision of products/services.

The unit generally applies to those who lead individuals or teams.

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

TLII5018 Manage customer service


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 is structured to provide students with the optimum learning experience in order to demonstrate the skills and knowledge required to manage customer service as part of work undertaken in various contexts within the transport and logistics industry.

Overview of Assessment

Assessment Methods

Assessment methods have been designed to measure achievement of the requirements in a flexible manner over a range of assessment tasks, for example:

  • direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
  • review of final printed documents
  • demonstration of techniques
  • observation of presentations
  • oral or written questioning to assess knowledge of software applications

You are advised that you are likely to be asked to personally demonstrate your assessment work to your teacher to ensure that the relevant competency standards are being met.

Performance  Evidence

You will be required to provide evidence of the following skills:

  • applying relevant legislation and workplace procedures
  • communicating and consulting with others to ensure excellent customer service is modelled to staff and that customer issues are resolved
  • dealing effectively with unplanned events such as a change in the volume of customer inquiries
  • developing, implementing and revising contingency plans
  • interpreting and following operational instructions and prioritising work
  • monitoring work activities in terms of planned schedule, particularly in line with agreed time and quality standards
  • preparing reports to develop and disseminate information on customer service performance.

Knowledge Evidence

You are required to provide evidence of the following:

  • organisational performance management systems
  • organisational policies, principles, codes and performance standards
  • quality management systems
  • relevant sections of national and state/territory regulatory requirements and codes of practice such as consumer protection legislation
  • requirements for completing relevant documentation such as reports of customer complaints and resolutions
  • risk management as it relates to dealing with customers and managing consequences of poor customer service
  • steps involved in planning work activities.


Feedback will be provided throughout the semester in class and/or online discussions. You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.

You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.