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




Learning Mode

Teaching Period(s)


Brunswick Campus


320T Design (TAFE)

Face-to-Face or Internet

Course Contact: Garry Amy

Course Contact Phone: +61 3 9925 4819

Course Contact Email:

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


National Competency Codes and Titles

National Element Code & Title:

BSBCUS501A Manage quality customer service


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.