TLII5018 Manage Customer Service - 2017

To enrol in this unit, you must be accepted into a course from the provider. Read before you start

Unit summary


  • Level of Study: Vocational Education, Training
  • Study load: 0.057 EFTSL
  • Delivery method: Fully Online
  • Prerequisites: No
  • Duration: 13 weeks
  • Government loans available: VET FEE-HELP
  • Availability for 2017: SP2
  • Assessment: Assignment 1 - Journal/Blog (Competency Only) , Assignment 2 - Work Based Project/Report (100%)

Unit provided by

2017 Fees
Domestic 565.00
International 815.00

This unit involves the skills and knowledge required to manage customer service. It includes planning to meet internal and external customer requirements; ensuring delivery of quality products/services; and monitoring, adjusting and reporting customer service. Licensing and legislative requirements are applicable to this unit.

At the completion of this unit you will be able to:

  1. plan to meet internal and external customer requirements
  2. ensure delivery of quality products/services
  3. monitor, adjust and report customer service.
  • Assignment 1 — Journal/Blog (Competency Only)
  • Assignment 2 — Work Based Project/Report (100%)

There are no prerequisites for this unit.

  • Audio/Visual equipment — Students will require access to a computer with internet access. A webcam or laptop with a camera is recommended to fully participate in online sessions. All sessions are recorded in multiple formats for offline viewing or listening.
  • Other special requirement — Although not mandatory, students in this program will benefit from being able to undertake assessment tasks in the context of a relevant workplace (i.e their employer).

In order to enrol in this unit, you must be accepted into one of the following courses:

Please visit the course details page and read the Requirements tab for more information about eligibility.

This unit addresses the following topics.

1The needs of customers are researched, understood and assessed, and included in the planning process
2Provision is made in plans to achieve the quality, time and cost specifications agreed with customers
3Products/services are delivered to customer specifications within the team's/organisation's business plan
4Individual/team performance consistently meets quality, safety, resource and delivery standards
5Coaching and mentoring assist colleagues to overcome difficulty in meeting customer service standards
6Resources are used effectively and efficiently to provide quality products/services to customers
7The organisation's systems and technology are used to monitor progress in achieving product/service targets and standards
8Customer feedback is sought and used to improve the provision of products/services
9Decisions to overcome problems and make improvements to products/services are taken in consultation with designated individuals/groups
10Adjustments are made to products/services, and those who have a role in their planning and delivery are informed of changes

This unit is delivered using the following methods and materials:

Instructional Methods

  • Blogs
  • Chat rooms
  • Discussion Forum/Discussion Board
  • E-Portfolios
  • Embedded Multimedia
  • Glossary
  • Online Quizzes/Tests
  • Online assignment submission
  • Podcasting/Lecture capture
  • Standard Media
  • Streaming Multimedia
  • Web links
  • Wikis

This unit is a core requirement in the following courses:

This unit may be eligible for credit towards other courses:

  1. Many undergraduate courses on offer through OUA include 'open elective' where any OUA unit can be credited to the course. You need to check the Award Requirements on the course page for the number of allowed open electives and any level limitations.
  2. In other cases, the content of this unit might be relevant to a course on offer through OUA or elsewhere. In order to receive credit for this unit in the course you will need to supply the provider institution with a copy of the Unit Profile in the approved format, which you can download here. Note that the Unit Profile is set at the start of the year, and if textbooks change this may not match the Co-Op textbook list.

Textbook information for this unit is currently being updated and will be available soon. Please check back regularly for updates. Alternatively, visit the The Co-op website and enter the unit details to search for available textbooks.

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