TLII5018 - Manage customer service

TAFE Victoria logo
Unit code: TLII5018 | Study level: TAFE
N/A
Industry
N/A
Overview
Enquire

Overview

This unit involves the skills and knowledge required to manage customer service as part of work undertaken in various contexts within the transport and logistics industry.

Assessment

For Melbourne campuses

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 legislation and workplace procedures;
  • communicating and consulting with others to ensure excellent customer service is modelled to staff and that customer issues are resolved;
  • dealing effectively with unplanned events such as a change in the volume of customer inquiries;
  • developing, implementing and revising contingency plans;
  • interpreting and following operational instructions and prioritising work;
  • monitoring work activities in terms of planned schedule, particularly in line with agreed time and quality standards, and;
  • preparing reports to develop and disseminate information on customer service performance.

Required reading

The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by the Polytechnic and/or via the Polytechnic e-learning system.

As part of a course

This unit is not compulsory for any specific course. Depending on the course you study, this unit may be taken as an elective.

Search for units, majors & minors