Course Title: Manage quality customer service

Part A: Course Overview

Program: C5222

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)

MKTG6973C

Brunswick Campus

TAFE

350T Fashion & Textiles

Face-to-Face

Term1 2010

Course Contact: Peter Bonnell

Course Contact Phone: +61 3 9925 9171

Course Contact Email: peter.bonnell@rmit.edu.au


Course Description

In this course you will acquire the skills to work within a company's quality system to meet customer’s requirements and monitor and adjust customer service as required.


Pre-requisite Courses and Assumed Knowledge and Capabilities

None



National Competency Codes and Titles

National Element Code & Title:

BSBCUS501A 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

By the end of the course you will have acquired the skills and knowledge to plan to meet internal and external customer requirements, ensure delivery of quality products and/or services and monitor, adjust and review customer service


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. Assessment wil be done by the submission of a portfolio showing competency in work undertaken and theapplication of thery to this work.