Course Title: Manage quality customer service
Part A: Course Overview
Program: C5284
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) |
MKTG6054C |
Brunswick Campus |
TAFE |
320T Design (TAFE) |
Face-to-Face or Internet |
Course Contact: Garry Amy
Course Contact Phone: +61 3 9925 4819
Course Contact Email: design.tafe@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.
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
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.
Overview of Assessment
Evidence of the following is essential:
- plans, policies or procedures for delivering quality customer service
- demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service
- knowledge of techniques for solving complaints.