Manage Quality Customer Service

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HQCS: Manage Quality Customer
Service
Student Guide

BSBCUS501A: Manage Quality Customer Service
Elements of competence
Plan to meet internal and external customer requirements
Ensure delivery of quality products and/or services
Monitor, adjust and review customer service

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BSB51107 Diploma of Management
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Module description
This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement.
Learning outcomes
Students will, upon successful completion of this unit understand the needs of both
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Your Customer Service Plan should include:
A vision and mission that refers to internal and external customers
Product standards that include: o dimensions

o

tolerances

o

pricing

o

material

o

delivery

Policies and procedures for: o identifying customer needs that conform to the RATER model

o

responding to customer complaints

o

obtaining customer feedback, including a feedback questionnaire

o

updating the plan that includes:


contingency changes due to unforseen events

– routine reviews with no more than annual intervals.
All policies and procedures should:
Be clear and unambiguous
Be realistic and achievable
Contain prescriptive instructions for realistic scenarios
Contain decision trees and / or flow diagrams.
Your assessor will be looking for a plan that:
Is clearly written in plain English
Is easy to navigate
Has correct spelling and grammar
Contains sufficient evidence to meet the outcomes listed above
Shows consistency in the use of: o fonts

o

bullets

o

headings

Has any charts and tables produced.

HMQCS Manage Quality Customer Service Student Guide v 2.0 August 2010

Page 4

BSB51107 Diploma of Management
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Assessment Task 2
Responding to Customer Complaints

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