Course Title: Manage quality customer service

Part A: Course Overview

Program: C5391 Diploma of Leadership and Management

Course Title: Manage quality customer service

Portfolio: BUS Portfolio Office

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.

Important Information:

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Course Code




Learning Mode

Teaching Period(s)


City Campus


650T Vocational Business Education

Face-to-Face or Internet or Workplace

Term2 2019,
Term1 2020,
Term1 2021

Course Contact: Allan Maree

Course Contact Phone: +61 3 9925 1601

Course Contact Email:

Course Description

This unit describes the 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.

It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

BSBCUS501 Manage quality customer service


1 Plan to meet internal and external customer requirements

2 Ensure delivery of quality products and service

3 Monitor, adjust and review customer service

Learning Outcomes

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Overview of Assessment

In order to achieve competency in this unit, you must provide:

Performance Evidence

 Evidence of the ability to:  

  • develop and manage organisational systems for quality customer service
  • develop and review plans, policies and procedures for delivering and monitoring quality customer service
  • implement policies and procedures to ensure quality customer service
  • solve complex customer complaints and system problems that lead to poor customer service
  • monitor and assist teams to meet customer service requirements
  • develop, procure and use human and physical resources to support quality customer service delivery.                           

Knowledge Evidence

To complete the unit requirements safely and effectively, you must:

  • outline the legislative and regulatory context of the organisation relevant to customer service
  • describe organisational policy and procedures for customer service including handling customer complaints
  • identify service standards and best practice models
  • summarise public relations and product promotion
  • outline techniques for dealing with customers including customers with specific needs
  • explain techniques for solving complaints including the principles and techniques involved in the management and organisation of:
    • customer behaviour
    • customer needs research
    • customer relations
    • ongoing product and/or service quality
    • problem identification and resolution
    • quality customer service delivery
    • record keeping and management methods
    • strategies for monitoring, managing and introducing ways to improve customer service relationships
    • strategies to obtain customer feedback.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the customer service field of work and include access to:

  • legislation, regulations and codes of practice related to customer service
  • business technology
  • workplace documentation and resources
  • complex customer complaints
  • case studies and, where possible, real situations
  • interaction with others.


Feedback will be provided throughout the semester in class and/or online discussions.  You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.

You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.