This unit involves the skills and knowledge required to coordinate quality customer service in accordance with relevant regulations.  It includes planning to meet internal and external customer requirements, ensuring the delivery of quality service and monitoring, adjusting and reporting customer service.

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: - applying relevant agreements, codes of practice or other legislative requirements to work processes; - applying relevant legislation and workplace procedures; - communicating and working effectively with others when coordinating quality customer service; - completing relevant documentation; - identifying and correctly using equipment, processes and procedures; - implementing contingency plans; - modifying activities depending on operational contingencies, risk situations and environments; - monitoring and prioritising work activities in terms of planned schedule; - operating electronic communications equipment to required protocol; - reading, interpreting and following relevant instructions, procedures, information and signs; - reporting and/or rectifying identified problems, in accordance with regulatory requirements and workplace procedures, and; - working systematically with required attention to detail without injury to self or others, or damage to goods or equipment.Students will also be expected to demonstrate the following knowledge: - customer and market characteristics; - relevant Australian and state/territory standards, regulations and codes of practice; - requirements of workplace systems, operations and relevant equipment; - risks involved in workplace operations and related precautions to control risk; - role of customer service in company profitability, and; - workplace procedures and policies for coordinating quality customer service in workplace operations.

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