Course Title: Manage quality customer service

Part A: Course Overview

Program: C5215

Course Title: Manage quality customer service

Portfolio: DSC

Nominal Hours: 40.0

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)

MKTG5786C

City Campus

TAFE

365T Global Studies, Soc Sci & Plng

Face-to-Face or Internet or Workplace


Course Contact: Anthony Graham

Course Contact Phone: +61 3 9925 4411

Course Contact Email: anthony.graham@rmit.edu.au


Course Description

This unit describes the performance outcomes, skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.


Pre-requisite Courses and Assumed Knowledge and Capabilities

There are no pre-requisites.



National Competency Codes and Titles

National Element Code & Title:

BSBCUS501A Manage quality customer service

Elements:

 


Learning Outcomes

By completing this unit you will achive and demonstrate competence in the following 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


Overview of Assessment

Assessment in this unit will be through a mix of in-class tasks, workplace based projects, responses to a range of underpinning knowledge questions and the development of an evidence portfolio linked to the unit elements and workplace practice. An upfront assessment to develop an individual learning plan will occur. An individual assessment appointment will be undertaken once per year with each student to allow students to present and discuss workplace evidence.