Course Title: Provide quality service to customers

Part A: Course Overview

Program: C5128

Course Title: Provide quality service to customers

Portfolio: DSC

Credit Points: 20

Nominal Hours: 20.0

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)


City Campus


345T Media and Communication

Face-to-Face or Workplace

Course Contact: Rebekha Naim

Course Contact Phone: +61 3 9925 4345

Course Contact Email:

Course Description

This course will provide you with the skills and knowledge necessary to use interpersonal, communication and customer service skills to create a positive impression and to establish rapport with clients in the audiovisual industry. It involves the skills and knowledge to understand, clarify and meet internal and external clients needs and expectations. These fundamental customer service skills are required by a wide variety of people working at all levels across a range of cultural industry workplaces.

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

CUECOR03A Provide quality service to customers


1. Communicate with the customer
2. Maintain personal presentation standards
3. Provide service to customers
4. Respond to customer complaints

Learning Outcomes

Please refer to NTIS Elements as described in the National Competency ’Provide Quality Service to Customers’.

Overview of Assessment

To demonstrate competency in ‘Provide Quality Service to Customers CUECOR03A’ you must successfully complete all of the following:

1.    50% Prac Test   DUE Class 5    
2.    30% Produce a comprehensive report on a given project    DUE Class 5    
3.    20% Evidence of your quality customer service skills from three providers   DUE Class 5    
Total 100%*        
NB. * You must attain 50% (Pass) or over to achieve the competency ‘Provide Quality Service to Customers CUECOR03A’.