Diploma of Business (Frontline Management) - Programs

6 - CUSTOMER SERVICE (BSBFLM507A)

Duration: 1 day off the job

Overview

Customer Service is involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation and the customer. This will be carried out in the context of the organisation’s policies and practices as well as legislation, conventions and codes of practice.

Who will benefit?

Any member of an organisation including first level managers, team leaders, coordinators and supervisors who have an active involvement in managing people and empowering work teams.

Structure

The outcomes for the program align to the units of competency:

BSBFLM507B Manage quality customer service and are to:

Plan to meet internal and external customer requirements

• Identify customers’ needs through research, assessment procedures and address those needs within the planning process.
• Provide in plans to achieve quality, time and cost specifications agreed with customers.

Ensure delivery of quality products/services

• Deliver products and/or services to customer specifications within the team’s business plan.
• Manage team performance consistently to meet quality, safety, resource and delivery standards.
• Provide leadership, coaching and mentoring to colleagues to overcome difficulty in meeting customer service standards.

Monitor, adjust and report customer service

• Develop and use strategies to monitor progress in achieving product and/or service targets and standards.
• Develop and use strategies to obtain customer feedback to improve the provision of products and/or services.
• Use resources effectively to provide quality products and/or services to customers.
• Make decisions to overcome problems and adjust products and/or services in consultation with appropriate individuals/groups.
• Manage records, reports and recommendations within the organisation’s systems and processes.

For registration of interest, enrolment or further information, please contact stefanie.pawluk@uts.edu.au

Dip Bus (FM) - Programs >> [1] [2] [3] [4] [5] [6] [7] [8]