Course Title: Manage organisational customer service

Part B: Course Detail

Teaching Period: Term2 2022

Course Code: MKTG6115C

Course Title: Manage organisational customer service

Important Information:

Please note that this course may have compulsory in-person attendance requirements for some teaching activities. 

To participate in any RMIT course in-person activities or assessment, you will need to comply with RMIT vaccination requirements which are applicable during the duration of the course. This RMIT requirement includes being vaccinated against COVID-19 or holding a valid medical exemption. 

Please read this RMIT Enrolment Procedure as it has important information regarding COVID vaccination and your study at RMIT:

Please read the Student website for additional requirements of in-person attendance: 


Please check your Canvas course shell closer to when the course starts to see if this course requires mandatory in-person attendance. The delivery method of the course might have to change quickly in response to changes in the local state/national directive regarding in-person course attendance. 

See Canvas

School: 525T Business & Enterprise

Campus: City Campus

Program: C5407 - Diploma of Leadership and Management

Course Contact: Steven Hansen

Course Contact Phone: +61 3 9925 5705

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

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

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.

The unit applies to individuals who supervise customer service provided by others within an organisation. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

BSBOPS505 Manage organisational customer service


1. Establish customer requirements

Performance Criteria:

1.1 Consult with customers to identify customer service requirements

1.2 Integrate customer feedback into organisation’s business plan

1.3 Identify and procure resources required to address customer service requirements


2. Deliver quality products and services

Performance Criteria:

2.1 Deliver product and service according to customer specifications within organisation’s business plan

2.2 Monitor team performance and assess against the organisation’s quality and delivery standards

2.3 Support colleagues to overcome difficulties in meeting customer service standards


3. Evaluate customer service

Performance Criteria:

3.1 Develop and use strategies for monitoring progress against product and service targets and standards

3.2 Develop and use strategies for obtaining customer feedback on provision of product and service

3.3 Adapt delivery of customer product and service in consultation with relevant individuals and groups

3.4 Manage records, reports and recommendations within the organisation’s systems and processes

Learning Outcomes

This course is structured to provide students with the optimum learning experience in order to demonstrate 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.

Details of Learning Activities

A range of learning activities are provided in this course. These include collaborative classroom based activities and online self-paced activities. 

Classroom: The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated workplace environment.  We expect you to participate and contribute in all scheduled learning activities. 

Pre-Class: This is online, by logging on to your Canvas course, and includes required pre-class reading and activities. Other self-paced activities will be delivered through various technology platforms. These may include your contribution to discussion threads, reflective journals, quizzes and interactive sessions. 

Sessions: There is one face-to-face classroom session for this unit each week which includes tutorials and workshops.  There are additional activities to support learning and research.


Teaching Schedule

Week Topic Readings and Activities Assessment

Week 1


This week we will cover course requirements and support documents / resources. Including:

  • Welcome
  • Accuracy of enrolment
  •  Feedback in this course
  •  Getting support

This week's topics:

  • Introduction to Case Study and assessments
  • Customers
  • Get to know your customers​
  • Identify customer ​
  • Customer needs​
  • Managing Consumer Expectations​
  • Legislative requirements ​
  • Protecting information


  • Session slides for Week 1
  • Case study 


  • Assessment requirements
  • Plagiarism / Appeals
  • Extensions / Resubmissions

Week 2


This week we will cover the following topics:

  • Customer needs​, wants, demands and expectations
  • Managing Consumer Expectations​
  • Best Practice


  • Session slides for Week 2
  • Case study 


Assessment Task 1 review

Week 3


This week we will cover the following topics:

  • Products and services​
  • Customer service ​
  • Customer service strategy ​
  • Customer service charter ​
  • Measuring customer service ​


  • Session slides for Week 3
  • Case study 


Assessment Task 2 Review

Week 4


This week we will cover the following topics:

  • Performance
  • Performance management
  • Training and development


  • Session slides for Week 4
  • Case study 



Week 5


This week we will cover the following topics:

  • Customer behaviour
  • Factors affecting consumer behaviour
  • Cultural
  • Social
  • Personal
  • Psychological
  • The buyer decision process


  • Session slides for Week 5
  • Case study 



Week 6


This week we will cover the following topics:

  • Customer complaints
  • Negotiation
  • CRM


  • Session slides for Week 6
  • Case study 


Assessment 1 due

Week 7


This week we will cover the following topics:

  • Business plans​
  • Policies and procedures​
  • Integrate feedback into business plans​
  • Organisational systems​
  • Resources​ and Resource planning ​


  • Session slides for Week 7
  • Case study 



Week 8


This week we will focus on completing assessment task activities and roleplays. 


  • Case study 
Assessment 2 due

Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

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

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

  • develop and review strategy for delivering and monitoring quality customer service for an organisation or work area.

In the course of the above, the candidate must:

  • implement quality customer service policies and procedures
  • identify and resolve system problems relating to poor customer service
  • assist teams to meet customer service requirements
  • develop, procure and use human and physical resources to support quality customer service delivery.

Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

  • legislative and regulatory frameworks governing customer service
  • elements of effective customer service including quality, time and cost
  • organisational policies and procedures for customer service and handling customer complaints
  • relevant service standards and best practice models
  • key principles of public relations and product promotion
  • common techniques for solving complaints
  • principles and techniques involved in managing:
  • customer behaviour
  • specific customer needs
  • customer research
  • customer relations
  • ongoing product and 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

Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.

This includes access to:

  • legislation, regulations and codes of practice related to customer service
  • workplace documentation and resources
  • complex customer complaints.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

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.

Assessment Tasks

Assessment task 1 - Knowledge assessment

Summary and Purpose of assessment

This assessment is Assessment Task one (1) of two (2) assessment tasks in this course. Both (2) assessment tasks must be satisfactorily completed to be deemed competent in this course. 

This assessment will assess students’ knowledge of communication in the workplace and as it applies to good customer service. 

Assessment task 2 - customer service

Summary and purpose of assessment
This assessment is Assessment Task two (2) of two (2). Both assessment tasks must be satisfactorily completed to be deemed competent in this course. 

Completing this assessment task will allow you to demonstrate your knowledge and skills in delivering customer service in an organisation, as well as negotiating with customers to resolve issues. The role-play simulation activities allow you to demonstrate customer service management.  

Assessment Matrix

The assessment matrix that maps all the assessments is available on Canvas

Other Information

Submission Requirements

You should:

     • Ensure that you submit assessments on or before the due date via Canvas. 
     • Always retain a copy of your assessment tasks. (hard copy and soft copy)
     • When you submit work for assessment at RMIT University you need to use the Assessment task document that includes a declaration and statement of authorship.
     • Each page of your assessment should include a footer with your name, student number, the title of the assessment, unit code and title and page numbers.

Late Submission Procedures

You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates.

Extension of Time.  If you are prevented from submitting an assessment item on time by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.

More information:
Form to use is found in the section "How to apply."

Special Consideration. Where more than seven days is needed, you 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:

Resubmission (VE Programs)

If you are found to be Not Yet Competent in a course assessment task (or you do not submit the assessment tasks/attend the assessment) you will be allowed one resubmission.  Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission in Canvas. 

If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible.

Adjustments to Assessment

In certain circumstances students may be eligible for an assessment adjustment. 

More information:

Marking Guide (Competency):

You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying.  You will receive feedback on each assessment task that will inform you about your progress and how well you are performing. 

  • CA Competency Achieved
  • NYC Not Yet Competent
  • DNS Did Not Submit for assessment

Course Overview: Access Course Overview