This subject has been designed for all who are or will be working in the diverse environment of service management.

The customer is the foundation of the business and consequently this subject takes a constructive service management

approach in establishing proactive business relationships with the customer and developing a positive service culture.

Learning Outcomes

a) Analyse and identify the customers needs and why this is important in business

b) Explain the importance and relevance of delivering quality service

c) Reflect on one’s own experience by analysing and measuring the delivery of service

d) Explain the approaches to handling customer complaints

e) Describe customer feedback and how its obtained, measured and utilised in business

f) Explain the importance of fostering a service culture environment


Learning outcomes for this subject are assessed using a range of assessment tasks as described in the table below.

NoTypeWeightingAssessment due (week/s)Subject learning outcomes to be assessed
1Customer Service Experience Report30.00%Week 5a, b & c
2Service Concepts Quiz20.00%Week 7b, d & e
3Company Customer Service Report30.00%Week 12a, b, c, d, e & f
4Company Customer Service Presentation20.00%Weeks 12 & 13b, c, d & f

Most assessment tasks are submitted using the Learning Management System, Moodle. For more instruction on submitting the assessment tasks, please refer to the instruction in Moodle for more specific information of the subject assessment submission requirements.

There are penalties for late submission of assessment tasks.

If you would like to request for an extension to submission deadline of your assessment or would like to request for a deferred assessment, you need to meet the eligibility requirements.

Broad topics to be covered

  • What is Customer Service?
  • The Global Customer
  • Exceptional Customer Service
  • Class Excursion
  • Customer Service Strategy
  • Critical Workplace Skills
  • Managing Customer Service
  • Customer Retention
  • Problem Solving
  • Communication Essentials
  • Service Culture
  • Service Trends and E-Commerce & Service

Please note that these topics are often refined and subject to change so for up to date weekly topics and suggested reading resources, please refer to the Moodle subject page.