Course Title: Coordinate implementation of customer service strategies

Part A: Course Overview

Program: C5287

Course Title: Coordinate implementation of customer service strategies

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 advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback.

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:

BSBCUS401A Coordinate implementation of customer service strategies


1.     Advise on customer service needs

2.     Support implementation of customer service strategies

3.     Evaluate and report on customer service

Learning Outcomes

This unit applies to individuals with a broad knowledge of customer service strategies who contribute well developed skills in addressing customer needs and problems. They may have responsibility to provide guidance or to delegate aspects of these tasks to others.

Overview of Assessment

Evidence of the following is essential:
• identifying needs and priorities of the organisation in delivering services to customers
• responding to and reporting on customer feedback
• designing strategies to improve delivery of products and services
• knowledge of the principles of customer service.