This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. Operators may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.
This unit describes the performance outcomes, skills and knowledge required to understand work health and safety (WHS) Acts, regulations and codes of practice, and to contribute to actions to achieve compliance with WHS legislation in the workplace.
This unit describes the performance outcomes, 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.
Many managers are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation. Typically these managers have staff involved in delivering customer service and are responsible for the quality of their work. In many instances the work will occur within the organisation's policies and procedures framework.
When after finishing the unit you will be able to:
· 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
· develop, procure and use human and physical resources to support quality customer service delivery.
When finishing the unit you will possess knowledge of:
· 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
· 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.
A warm welcome to all Cambridge College International Students!
This is the e-learning system where 25% of your attendance in counted towards your study hours per week.
Offering part of the training program through online activities is something that we believe you as a student will enjoy, as it will add a new and interesting dimension to the way you learn and complete assessments.
We are very interested in any feedback you may have about your online experience or any suggestions on how we could improve. If you have any problems please contact the Academic Manager (Kris) on email@example.com
You are required to participate in 5 hours worth of activities per week to count for your attendance during the course.
Usually there are activities, quizzes and a discussion forum to participate in each week. Look trough the questions, PowerPoint slides or other media to help answer your questions.
These activities will open on Saturday midnight for the period (week) and then close on Thursday at midnight. Attendance will be calculated on Friday.
To check your attendance
Check the attendance register (under the subject that you are studying) to see how many hours you have accumulated.
To setup your e-learning account.
Initially, you need to put your full user name in such as: cbc00001aa
You will then goto a new screen where you change your password to what you want it to be.