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This unit describes the performance outcomes, skills and knowledge required to design and produce electronic presentations for speakers, for self access and for online access.

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.



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Picture of Kris Ford
Moodle Update coming soon
by Kris Ford - Tuesday, 25 April 2017, 7:42 PM
 

The moodle e-learning system is being updated on 7/5/2017. You may see some visual changes to the format of the site.

Don't worry, there will be more features and content than ever before!

 

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