Manage quality customer service

1. Plan to meet internal and external customer requirements

Investigate, identify, assess, and include the needs of customers in planning processes
Ensure plans achieve the quality, time and cost specifications agreed with customers
2. Ensure delivery of quality products and services

Deliver products and services to customer specifications within organisation’s business plan
Monitor team performance to consistently meet the organisation’s quality and delivery standards
Help colleagues overcome difficulties in meeting customer service standards
3. Monitor, adjust and review customer service

Develop and use strategies to monitor progress in achieving product and/or service targets and standards
Develop and use strategies to obtain customer feedback to improve the provision of products and services
Develop, procure and use resources effectively to provide quality products and services to customers
Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups
Manage records, reports and recommendations within the organisation’s systems and processes

There are no formal educational entry requirements for this course.

To support a successful learning experience students will require:

1. Access to a device (desktop/mobile/tablet), reliable internet connection and use of a personal email account.

2. Access to a current workplace or team environment which can be used as the context for selected assessment tasks which are carried out in real situations.

This course includes the unit of competency:

BSBCUS501 Manage quality customer service
Students who choose to complete the course assessment may gain credit towards the nationally recognised BSB51918 Diploma of Leadership and Management offered by MiTraining.