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:
- Plan to meet internal and external customer requirements
- Ensure delivery of quality products and/or services
- 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.