HQCS: Manage Quality Customer Service
Student Guide

BSBCUS501A: Manage Quality Customer Service Elements of competence Plan to meet internal and external customer requirements Ensure delivery of quality products and/or services Monitor, adjust and review customer service

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BSB51107 Diploma of Management
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Module description This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement. Learning outcomes Students will, upon successful completion of this unit understand the needs of both internal and external customers using processes such as research and motivational programs to ensure a quality delivery is achieved. Teaching program The program is of forty (40) hours duration, comprising eight (8) hours per week for one teaching block of five (5) weeks. The program will consist of four hours of lectures and four hours of tutorials per week Course requirements To be assessed as competent for this unit of competency you must be able to do the following: (1) (2) Demonstrate understanding of all learning outcomes Successfully complete and submit all tasks as requested Through consultation with industry, the following assessment methods have been deemed appropriate for this unit. Role-play assessments are considered essential to demonstrate competence in “people skills” such as handling customer complaints and managing team performance. Producing a Customer Service Plan, which becomes a working document during role-play exercises, is thought to be the most appropriate way for learners to understand the role of policies and procedures within organisations. In addition, a written report is incorporated in the Facilitator’s KPI