Manage Quality Customer Service – Class 1

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Today’s Class

  • Introduction to Delivery Format
  • Introduction to Units of Competency
  • Discuss Customer Service
  • In-class Task

Introduction to Delivery Format

This class will be delivered in 4 hour schedules every Tuesday morning. The content will be posted on MyKangan. Tasks, discussions and research will be conducted inside the 4 hour slot and at home.

You are expected to work towards goals independently and to be able to operate as part of a team. In a work place you will sometimes be lucky to work with people that you easily get along with, but unfortunately you might often have to work with people that you might not easily get along with. A professional looks beyond this and finds ways to function in a professional environment with a range of personalities.


MyKangan is Kangan’s content delivery platform for all classes. You will find all the content on MyKangan and as stated before: you will submit your assessments here. To access MyKangan please open Kangan’s student portal and click on MyKangan. Next find the class by unit title. This can be a bit hard to see, so make sure to know the unit titles.

I will run you through this in person.

This is also where you will submit your assessments. You will find hyperlinks with names such as Submit Assessment 1 here.

You can send messages to your teacher and you can leave comments as well. I am always open to suggestions, so please feel free to forward ideas about content or software that you would like to cover.

Introduction to Units of Competency

This class will focus on these Units of Competency:

BSBCUS401B Coordinate Implementation of Customer Service Strategies

BSBCUS501C Manage Quality Customer Service

Please click on the link to view the Unit of Competency Text. Read through the elements and performance criteria to understand what you need to do to pass this class. The elements and performance criteria basically state all the points that yu need to prove to know.

In-class Task

Answer the 4 questions below and upload to MyKangan. Either complete electronically (eg MS Word) or on paper in form of a mindmap.

  1. Write your definition for customer service, good customer service and bad customer service.
  2. What does customer service mean to you?
  3. How can a business ensure good customer service (as a standard)?
  4. Give examples for brands, business or industries/trades with good customer service and for businesses with bad customer service.


Please leave your feedback in form of a comment. Your feedback and suggestions will help me to make this blog more user friendly. Thanks!


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