Course Title: Manage customer service

Part A: Course Overview

Program: C5294

Course Title: Manage customer service

Portfolio: BUS

Nominal Hours: 40.0

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)

BUSM6466C

Open Learning Australia

TAFE

650T TAFE Business

Distance / Correspondence or Face-to-Face or Internet

BUSM7821C

City Campus

TAFE

650T TAFE Business

Distance / Correspondence or Face-to-Face or Internet


Course Contact: John Fowler

Course Contact Phone: +61 3 9925 5666

Course Contact Email: john.c.fowler@rmit.edu.au


Course Description

This unit involves 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. Licensing, legislative, regulatory or certification requirements are applicable to this unit.


Pre-requisite Courses and Assumed Knowledge and Capabilities

nil



National Competency Codes and Titles

National Element Code & Title:

TLII5018A Manage customer service

Elements:

1 Plan to meet internal and external customer requirements

2 Ensure delivery of quality products/services

3 Monitor, adjust and report customer service


Learning Outcomes


Overview of Assessment

Assessment may incorporate a variety of methods including in-class exercises, problem-solving exercises, assignments, group or individual projects, presentations and written or practical tests, as well as homework activities.

Other activities may be workplace-based or simulate work practices. These may include the production of technical requirements documents, direct observation of workplace practices and the presentation of a portfolio of evidence. This portfolio may include documents, photographs, video and/or audio files.

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. Students will be provided with feedback throughout the course to check their progress.