Course Title: Manage quality customer service

Part A: Course Overview

Program: C5225

Course Title: Manage quality customer service

Portfolio: BUS

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)
MKTG6079C	Star City NSW	TAFE	650T TAFE Business	Face-to-Face or Internet or Workplace
MKTG6080C	Billabong QLD	TAFE	650T TAFE Business	Face-to-Face or Workplace
MKTG6081C	City Campus	TAFE	650T TAFE Business	Face-to-Face or Workplace
MKTG9317C	Tabcorp QLD	TAFE	650T TAFE Business	Face-to-Face or Workplace

Course Contact: Sylvia Baroutis

Course Contact Phone: +61 3 9925 5469

Course Contact Email: sylvia.baroutis@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. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Many managers are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation. These managers may 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

Not applicable

National Competency Codes and Titles

National Element Code & Title:	BSBCUS501B 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

Assessment may incorporate a variety of methods including technical requirements documentation, homework, assignments, group and/or individual projects, in class exercises, written and practical assessments, problem solving exercises, presentations, direct observation of actual and simulated work practice, presentation of portfolio of evidence which may comprise documents, and/or photographs and/or video and audio files, review of products produced through work based or course activities.

Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met.  Students will be provided with feedback throughout the course to check their progress.