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)
MKTG6099C	Bundoora Campus	TAFE	365T Global, Urban & Social Studies	Face-to-Face or Workplace
MKTG6100C	City Campus	TAFE	365T Global, Urban & Social Studies	Face-to-Face or Workplace

Course Contact: Bronwyn Tanti

Course Contact Phone: +61 3 9925 9079

Course Contact Email: bronwyn.tanti@rmit.edu.au

Course Description

This unit of competency 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.

Many managers are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation. Typically these managers have staff involved in delivering customer service and are responsible for the quality of their work. In many instances the work will occur within the organisation’s policies and procedures framework
At this level, the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies, will be required.
 

Pre-requisite Courses and Assumed Knowledge and Capabilities

None

National Competency Codes and Titles

National Element Code & Title:	BSBCUS501C Manage quality customer service
Elements:	1. Plan to meet internal and external customer requirements
	2. Ensure delivery of quality products and services
	3. Monitor, adjust and review customer service

Learning Outcomes

On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate competency in the above elements.

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.