This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation. It applies to individuals who supervise the provision of quality customer service within an organisation's procedures framework by others. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:


Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines. Students will be expected to demonstrate the following required skills: - develop and manage organisational systems for quality customer service; - develop and review plans, policies and procedures for delivering and monitoring quality customer service; - implement policies and procedures to ensure quality customer service; - solve complex customer complaints and system problems that lead to poor customer service; - monitor and assist teams to meet customer service requirements, and; - develop, procure and use human and physical resources to support quality customer service delivery.Students will also be expected to demonstrate the following knowledge: - outline the legislative and regulatory context of the organisation relevant to customer service; - describe organisational policy and procedures for customer service including handling customer complaints; - identify service standards and best practice models; - summarise public relations and product promotion; - outline techniques for dealing with customers including customers with specific needs, and; - explain techniques for solving complaints including the principles and techniques involved in the management and organisation of: customer behaviour; customer needs research; customer relations; ongoing product and/or service quality; problem identification and resolution; quality customer service delivery; record keeping and management methods; strategies for monitoring, managing and introducing ways to improve customer service relationships; strategies to obtain customer feedback.

Where to next?

VU takes care to ensure the accuracy of this unit information, but reserves the right to change or withdraw courses offered at any time. Please check that unit information is current with the Student Contact Centre.