Course Title: Manage customer service

Part B: Course Detail

Teaching Period: Term2 2015

Course Code: BUSM7821C

Course Title: Manage customer service

School: 650T Vocational Business Education

Campus: City Campus

Program: C5302 - Diploma of Logistics

Course Contact : Tim Wallis

Course Contact Phone: +61 3 9925 5423

Course Contact

Name and Contact Details of All Other Relevant Staff

Justin Briggs

Phone +61 3 9925-5433`

Nominal Hours: 40

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.

Pre-requisites and Co-requisites


Course Description

The unit generally applies to those who provide leadership to staff required to meet internal and external customer requirements  within the transport and distribution industry.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

TLII5018A Manage customer service


1 Plan to meet internal and external customer requirements

Performance Criteria:

1.1 The needs of customers are researched, understood and assessed, and included in the planning process

1.2 Provision is made in plans to achieve the quality, time and cost specifications agreed with customers


2 Ensure delivery of quality products/services

Performance Criteria:

2.1 Products/services are delivered to customer specifications within the team's/organisation's business plan
2.2 Individual/team performance consistently meets quality, safety, resource and delivery standards
2.3 Coaching and mentoring assist colleagues to overcome difficulty in meeting customer service standards
2.4 Resources are used effectively and efficiently to provide quality products/services to customers


3 Monitor, adjust and report customer service

Performance Criteria:

3.1 The organisation's systems and technology are used to monitor progress in achieving product/service targets and standards
3.2 Customer feedback is sought and used to improve the provision of products/services
3.3 Decisions to overcome problems and make improvements to products/services are taken in consultation with designated individuals/groups
3.4 Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes

Learning Outcomes

This course delivers the skills and knowledge required to manage customer service. It includes planning to meet internal and external customer requirements; ensuring delivery of quality products/services; and monitoring, adjusting and reporting customer service.

Details of Learning Activities

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.  

The self-paced activities will be delivered through various technology platforms and include your contribution to tutorial activities and interactive sessions.
The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated/real workplace environment. 

We expect you to participate and contribute in all scheduled learning activities.

Teaching Schedule


Week Week Commencing Topics
1 6 July  (1) Course Induction
• Course delivery and assessment details
• Course support documents
• Online learning environment
• Grading
• Plagiarism
• Appeals
• Extensions
• Feedback
• Privacy
• Submission requirements
• Resubmission policy
• Where to get support
• Student responsibilities
(2) Pre-Training Review
• Includes skills analysis and Recognition of Prior Learning and Credit Transfers
(3) Introduction to the course
2 13 July  Managing Customer Service
3 20 July

 Understanding What Motivates People

4 27 July

 Continuous Improvement for Customer Service

5 3 Aug  Levels of customer service
6 10 Aug

 Customer feedback

7 17 Aug

 Managing Suppliers

8 24 Aug  Quality Assurance Procedures
  31 Aug   Mid Semester Break
9 7 Sep  Assessing Potential Suppliers and Building Productive Relationships.
 10 14 Sep  Service Level Agreements
11 21 Sep  Negotiating Arrangements with Suppliers
12 28 Sep  Resolving Disagreements with Suppliers ( Presentations )
13 5 Oct

 Reviewing  Performance of Suppliers

14 12 Oct  Ending supplier contracts
15 19 Oct  Revision and Review
16 26 Oct  Resits and Resubmissions

This course is codelivered and coassessed with BUSM7820c Manage Suppliers


Learning Resources

Prescribed Texts

Manage Suppliers Workbook (Available via Blackbook Useful resources shell for this subject).


Other Resources


Overview of Assessment

Students must demonstrate an understanding of all elements of a particular competency to be deemed competent. Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks.

Assessment will incorporate a variety of methods including assignments, journals, presentation and written or test. 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.

Assessment Tasks

Students are required to complete 2 tasks. You must successfully complete both tasks to be deemed competent in this unit.

This course is codelivered and coassessed with BUSM7820c Manage Suppliers


Assessment Task 1 – Customer Service Management Report
Date handed out: Week 1
Date and time due: Week 9  Friday 11 September - 5.00pm 
Group or Individual: This is to be completed individually,

Understanding the requirements of your customers and planning to meet these is crucial to the success of any organisation. Without customers you don’t have a business. However, everyone can easily cite numerous examples of very bad customer service and while most companies think they have good customer service sometimes the reality is very different.

In this assessment task you will be required to investigate the customer service system in an organisation as agreed by you and your instructor. You need to explain its key features and explore strategies for monitoring and continuously improving customer service.

 Assessment Task 2 – Supplier Management Portfolio
Date handed out: Week 1
Date and time due: Week 14 Friday 16 October - 5.00pm 
Group or Individual: This assignment is to be completed individually,

In the T&L industry much of the supply chain relies on having good suppliers who meet deadlines and provide the appropriate products as requested. Because this is such an important part of the supply chain it is incumbent on managers in the industry to build excellent relationships with these suppliers and to have strict procedures in place to ensure quality services. In order for you to be able to build those relationships and have the appropriate documentation in order you will require a set of tools to assist you.

For this unit you will need to create a portfolio of tools that can assist you in effectively managing suppliers. Completion of this task has been broken down into 3 sections so that you build your portfolio of documents as you progress through the unit.


Assessment Matrix

Marking Guide (competency):
Vocational Education and Training (VET) is based on current industry needs and the focus on preparing you for the workplace. Because VET courses are informed by practical application of knowledge and skills, they are based on a system known as ‘competency based training’ (CBT). So when you are assessed in VET it is about whether you are competent to do the job, as well as having a firm grasp on the knowledge and skills required to do that job, as opposed to traditional curriculum based education settings that are often based on knowledge retention.

You need to demonstrate you are competent in each element of the unit of competency you are studying.

You will receive feedback on each assessment task that will inform you whether you are competent or not and how well you are performing. Once competent in all elements of the unit you receive a competency grading.

Please refer to the Final Grades table below.

Marking Guide (Grading)
After achieving competency we then grade your performance in the unit; this gives you the opportunity to have the level of your performance formally recognized against industry standards and employability skills.

Final Grades table:

CHD Competent with High Distinction
CDI Competent with Distinction
CC Competent with Credit
CAG Competency Achieved – Graded
NYC Not Yet Competent
DNS Did Not Submit for assessment

Further information regarding the application of the grading criteria will be provided by your teacher.

Other Information

Submission requirements:
You are required to meet the following criteria for all assessments. Failure to do so may result in you being deemed not-yet-competent:

• Submit all assessment tasks online through blackboard, and include the RMIT e-submission declaration (see below).
• Ensure that you submit assessments on or before the due date.
• Retain a copy of your assessment tasks.

Electronic Submission
When submitting work online, you need to include the cover sheet supplied by your teacher. This includes the following declaration:

RMIT Electronic Submission of work for assessment
I declare that in submitting all work for this assessment I have read, understood and agree to the content and expectations of the assessment declaration.

If you are found to be Not Yet Competent (NYC) in an Assessment Task you will be allowed one resubmission to demonstrate competence. Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission. The highest grade you will receive if your resubmission is successful is “CAG”.

Late Submissions
Students are required to submit assessment items and/or ensure performance based assessment is completed by the due dates. If a student is to be prevented from submitting an assessment item on time, by circumstances outside their control, they may apply in advance to the teacher for an extension to the due date of up to seven calendar days. To be eligible for an extension, you must lodge the extension form availabile at the following link with your teacher:

Where an extension of greater than seven days is needed, the student must apply for special consideration. Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination. More information on special consideration and how to apply can be found here:

Final Date for All Assessments
No assessment tasks or resubmissions will be accepted after 5pm Friday, week 16.

Adjustments to Assessment
In certain circumstances students may be eligible for an assessment adjustment. Information on circumstances under which the assessment arrangements might be granted can be found at the following website:

Course Overview: Access Course Overview