BSBCUS501 Manage quality customer service

BSBCUS501 Manage quality customer service


Price:

$220.00

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TOTAL: $220.00

BSBCUS501 Manage quality customer service

$220.00

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Units of Competency

1

Course Access

3 months access to online course

Support Hours

7am - 9pm AEST (Mon - Fri)

Assessments Marked

Within 10 business days

Course Requirements

  • Sufficient literacy and numeracy skills to complete the course
  • Access to an internet connection

Delivery Mode

100% online, no classroom attendance

Trainer Support

One-on-one

Learning and assessment options

Your workplace or our virtual company as your simulated workplace

This is a single unit course.

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.

Upon successful completion of the unit, you will be issued with a Statement of Attainment in partial completion of the BSB51915 Diploma of Leadership and Management.

We provide you with three (3) months to complete the course. There is no minimum timeframe for completion.

The course is self-paced so the hours of study vary from student to student and are influenced by many factors including the amount of time you are able to dedicate to your studies. That is why we give you three (3) months and all the support you need. The rest is up to you!

BSBCUS501 Manage quality customer service

Upon successful completion of this unit, you will:

      • 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
Demonstrate knowledge of:
    • the legislative and regulatory context of the organisation relevant to customer service
    • organisational policy and procedures for customer service including handling customer complaints
    • iservice standards and best practice models
    • public relations and product promotion
    • techniques for dealing with customers including customers with specific needs
    • 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

You will be assessed for these units of competency using a variety of tasks to assess your understanding and skills. A virtual session means you will be one on one with your assessor either answering questions or taking part in a role play, just as you would do in any classroom, only we do it online.

All of our assessments are marked by your assessor within ten (10) working days following the day you submitted your work. You have three (3) attempts for each task to achieve a competency result, with your assessor giving you detailed feedback following each submission.

Unit Short Answer
Questions
Virtual
Session
Scenario
/Case study
Reports Assignment
/Project
BSBCUS501 Manage quality customer serviceShort Answer QuestionsScenario/Case studyAssignment/Project

Requirements

There are no formal requirements. However, learners will need:
  • Sufficient language, literacy and numeracy skills to complete the course
  • Basic computer skills
  • Knowledge of common computing terms and word processing
  • Proficiency with web browser software and sending/receiving e-mail including e-mail with attachment
  • Familiarity with navigating the Internet
  • Meet technology requirements

Technology requirements

  • Operating System: Windows 7 or higher (recommended); MAC OS X 10.6 (Snow Leopard) or higher (recommended)
  • CPU: Min. of 2 GB of RAM, Min. of 2 GB of spare disk space is recommended
  • Processor: 2.0 GHz processor or higher (32-bit or 64-bit)
  • Monitor w/ at least 1024x768 screen resolution
  • Internet access: Minimum ADSL1 with a speed of at least 1.5Mbps
  • Valid personal email address
  • Speakers and microphone/headset
  • The latest version of Java, QuickTime, Adobe Reader, Adobe Flash Player
  • Microsoft Office (Word, Excel, PowerPoint, Publisher) or similar software
  • Up-to-date web browser version

Support you can expect from AOT

Our focus is to provide the real-world skills and knowledge that you need to advance your career, fulfil your goals and achieve success in the workplace. No matter what course you choose, here at AOT you will receive the assistance and support that will help make your study time convenient, manageable and worthwhile. The benefit of studying with us is that you don't have to schedule your time to attend face-to-face classroom sessions. You can study at times convenient to you in your own home or anywhere that suits your learning style. To support you in your study we provide:

Personal course induction

A Learner Support Officer will personally take you through the sauceLMS and your course.

Live chat

Trainer support available whilst you are studying 7am – 9pm AEST (Mon to Fri).

Contact us form

Contact us at any time using the Contact us form found within your course to create support tickets.

Mentoring sessions

You can book an appointment with your personal trainer to discuss the learning material, assessment expectations, or assessment feedback.

Virtual classroom sessions

This can be booked with your trainer for specific assessments.

Help and Support

A section on your sauceLMS dashboard with useful links including FAQs.
You are not alone in your study with AOT!

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