| Effective Term: | 2024/05 |
| Institute / School : | Institute of Innovation, Science & Sustainability |
| Unit Title: | Principles of Customer Service |
| Unit ID: | BSMAN1001 |
| Credit Points: | 15.00 |
| Prerequisite(s): | Nil |
| Co-requisite(s): | Nil |
| Exclusion(s): | Nil |
| ASCED: | 080307 |
| Other Change: | |
| Brief description of the Unit |
This course is designed to introduce students the principles of customer service. It will examine the strategies that will ensure products and services are maintained and delivered to organisational standards. Student will have the opportunity to learn about customer behaviour, customer communication, customer service quality and managing service teams. |
| Grade Scheme: | Graded (HD, D, C, P, MF, F, XF) |
| Work Experience Indicator: |
| No work experience |
| Placement Component: No |
| Supplementary Assessment:Yes |
| Where supplementary assessment is available a student must have failed overall in the Unit but gained a final mark of 45 per cent or above, has completed all major assessment tasks (including all sub-components where a task has multiple parts) as specified in the Unit Description and is not eligible for any other form of supplementary assessment |
| Course Level: |
| Level of Unit in Course | AQF Level(s) of Course | | 5 | 6 | 7 | 8 | 9 | 10 | | Introductory | | |  | | | | | Intermediate | | | | | | | | Advanced | | | | | | |
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| Learning Outcomes: |
| Knowledge: |
| K1. | Analyse strategies to develop and maintain quality customer service systems |
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| K2. | Recognise roles and responsibilities of management in ensuring quality customer service with ethical and social responsibilities. |
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| K3. | Identify concepts of total quality management and continuous improvement which can be implemented within an organisational environment |
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| K4. | Understand how the fundamentals of customer service underpin other management disciplines such as marketing and/or project management |
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| Skills: |
| S1. | Monitor efficiency and service levels to improve workplace operations and identify effective customer service strategies and processes |
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| S2. | Use appropriate technology to research, organise and present customer service data |
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| S3. | Conduct, build and maintain successful business relationships |
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| Application of knowledge and skills: |
| A1. | Analyse and develop customer service strategies for a range of organisational environments. |
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| A2. | Use the principles of customer service to create and implement elements of total quality management and continuous improvement |
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| A3. | Communicate well developed judgement and negotiation techniques in building business relationships and act in a socially responsible and ethical manner. |
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| Unit Content: |
Topics may include: 1. This course provides students with the framework in which they can analyse customer behaviours, preferences, needs and expectations (internal or external customers).
2. Understand the roles and responsibilities of management in ensuring quality customer service.
3. Implement effective communication and negotiation techniques to build and maintain business relationships
4. Identify legislation that impacts on customer service standards
5. develop quality assurance and continuous improvement processes which support customer service. |
| Graduate Attributes: |
| | Learning Outcomes Assessed | Assessment Tasks | Assessment Type | Weighting | | 1. | K1, K2, K3, K4, S1, S2, S3, A1, A2, A3 | Analyse customer service scenarios (case studies) and develop appropriate strategies as proposed solutions | Individual report/ Essay | 10-30% | | 2. | K1, K2, K3, K4, S1, S2, S3, A1, A2, A3 | Research, monitor and evaluate an organisations customer service strategy providing strategic recommendations for identified problems. | Group report/ Essay | 20-40% | | 3. | K1, K2, K3, K4, S1, S2, S3, A1, A2, A3 | Invigilated examination in which students demonstrate applied understanding of the fundamentals and theories of customer service | Examination | 40-60% |
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