Course Title: Manage quality customer service

Part A: Course Overview

Program: C5172

Course Title: Manage quality customer service

Portfolio: DSC

Nominal Hours: 60.0

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)


Brunswick Campus


350T Fashion & Textiles

Face-to-Face or Workplace

Course Contact: Robyn Lyons, Ian Fisher, Peter Bonnell

Course Contact Phone: +61 3 9925 9118

Course Contact Email:,,

Course Description

This unit specifies the outcomes required to encourage and support the development of a learning environment in which work and learning come together. Particular emphasis is on the development of strategies to facilitate and promote learning and to monitor and improve learning performance.

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

BSBFLM507B Manage quality customer service


1. Plan to meet internal and external customer requirements
2. Ensure delivery of quality products and/or services
3. Monitor, adjust and review customer service

Learning Outcomes

Students will study and learn through tutorials, case studies, group work and prescribed exercises and assessment work.

Overview of Assessment

A person who demonstrates competence in this standard must be able to provide evidence that they are able to develop strategies designed to meet customer needs; provide quality service; review and improve service; develop processes to access and follow-up customer feedback; and manage a system for reporting/recording customer service outcomes.