5 - Manage Customer Service and Continuous Improvement (BSBFLM507A, BSBFLM509A)
Duration: 2 days off the job
Overview
Frontline Management 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.
Frontline Management has an active role in managing the continuous improvement process in achieving the organisation's objectives. Their position closely associated with the creation and delivery of products and services, means that they play an important part in influencing the on-going development of the organisation.
Who will benefit?
Although specifically designed for first level managers, supervisors, team leaders, quality customer service and continuous improvement processes will be of benefit to any member of an organisation who is responsible for achieving customer satisfaction and organisational objectives.
Learning Outcomes
- Plan to meet internal and external customer requirements
- Ensure delivery of quality products/services
- Monitor, adjust and report customer service
- Implement continuous improvement systems and processes
- Monitor, adjust and report performance
- Consolidate opportunities for further improvement
For registration of interest, enrolment or further information, please contact Stefanie.Pawluk@uts.edu.au