Course Title: Provide customer service and education

Part A: Course Overview

Program: C5287

Course Title: Provide customer service and education

Portfolio: DSC

Nominal Hours: 80.0

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 liaise with customers and clients to ensure satisfactory provision of printed products or services.

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

ICPSU464C Provide customer service and education


1. Establish and maintain a positive relationship with the client

2. Manage customer expectations

3. Manage project budget and timeline

Learning Outcomes

This unit requires the individual to provide service to customers in the printing industry.

Overview of Assessment

Evidence of the ability to:

- effectively managing customer expectations and making client aware of the stages and scheduling of production. Effective customer service

- demonstrate an ability to find and use information relevant to the task from a variety of information sources

- provide a portfolio covering a month that demonstrates all paperwork has been completed correctly, jobs are completed within budgets, customers’ expectations are met eg by providing written or oral reports or examining work error reports

- evidence for assessment may be gathered from assessment of the unit of competency alone or through an integrated assessment activity.