Course Title: Manage quality customer service
Part A: Course Overview
Program: C5172
Course Title: Manage quality customer service
Portfolio: DSC
Nominal Hours: 60.0
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 |
Campus |
Career |
School |
Learning Mode |
Teaching Period(s) |
MKTG5688C |
Brunswick Campus |
TAFE |
350T Fashion & Textiles |
Face-to-Face or Workplace |
Course Contact: Robyn Lyons, Ian Fisher, Peter Bonnell
Course Contact Phone: +61 3 9925 9118
Course Contact Email: robyn.lyons@rmit.edu.au, ian.fisher@rmit.edu.au, peter.bonnell@rmit.edu.au
Course Description
This unit specifies the outcomes required to encourage and support the development of a learning environment in which work and learning come together. Particular emphasis is on the development of strategies to facilitate and promote learning and to monitor and improve learning performance.
Pre-requisite Courses and Assumed Knowledge and Capabilities
None
National Competency Codes and Titles
National Element Code & Title: |
BSBFLM507B Manage quality customer service |
Elements: |
1. Plan to meet internal and external customer requirements |
Learning Outcomes
Students will study and learn through tutorials, case studies, group work and prescribed exercises and assessment work.
Overview of Assessment
A person who demonstrates competence in this standard must be able to provide evidence that they are able to develop strategies designed to meet customer needs; provide quality service; review and improve service; develop processes to access and follow-up customer feedback; and manage a system for reporting/recording customer service outcomes.