Course Title: Manage quality customer service
Part A: Course Overview
Program: C5193
Course Title: Manage quality customer service
Portfolio: DSC
Nominal Hours: 80.0
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 |
Campus |
Career |
School |
Learning Mode |
Teaching Period(s) |
MKTG7763C |
Brunswick Campus |
TAFE |
320T Design (TAFE) |
Face-to-Face or Internet or Workplace |
Course Contact: Ray Hester
Course Contact Phone: +61 3 9925 9454
Course Contact Email: ray.hester@rmit.edu.au
Course Description
This unit specifies the outcomes required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation and the customer
Pre-requisite Courses and Assumed Knowledge and Capabilities
There is no pre-requisite for this unit.
National Competency Codes and Titles
National Element Code & Title: |
BSBFLM507B Manage quality customer service |
Elements: |
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
Overview of Assessment
Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement.
Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package.
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment.
Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels.