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HE Unit Template
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Principles of Customer Service
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BSMAN1001 - Principles of Customer Service
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20240200
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1.1
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2026-09-10
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2026-09-10
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Business
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Institute of Innovation, Science & Sustainability
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Business
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Undergraduate
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15
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.125
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080307
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Organisation Management
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080307 - Organisation Management
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<a href="http://www.federation.edu.au/locate/unit/bsman1001">View unit fees</a>
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Graded (e.g. HD, D, C, etc)
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7
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Bachelor Degree
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<p>This course is designed to introduce students the principles of customer service. It will examine the strategies that will ensure products and services are maintained and delivered to organisational standards. Student will have the opportunity to learn about customer behaviour, customer communication, customer service quality and managing service teams.</p>
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<p>Topics may include:</p>
<p>1. This course provides students with the framework in which they can analyse customer behaviours, preferences, needs and expectations (internal or external customers).</p>
<p><br></p>
<p>2. Understand the roles and responsibilities of management in ensuring quality customer service.</p>
<p><br></p>
<p>3. Implement effective communication and negotiation techniques to build and maintain business relationships</p>
<p><br></p>
<p>4. Identify legislation that impacts on customer service standards</p>
<p><br></p>
<p>5. develop quality assurance and continuous improvement processes which support customer service.</p>
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<p>Where supplementary assessment is available a student must have failed overall in the Unit but gained a final mark of 45 per cent or above, has completed all major assessment tasks (including all sub-components where a task has multiple parts) as specified in the Unit Description and is not eligible for any other form of supplementary assessment.</p>
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Year
Year
2027
Current Year
2026
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BSMAN1001 - Principles of Customer Service
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BSMAN1001 - Principles of Customer Service
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Semester 1
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Year
2027
2026
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Overview
Key information
Requisites
Learning outcomes
Assessment
FedTASK
Parent Region
Overview
Unit description
<p>This course is designed to introduce students the principles of customer service. It will examine the strategies that will ensure products and services are maintained and delivered to organisational standards. Student will have the opportunity to learn about customer behaviour, customer communication, customer service quality and managing service teams.</p>
Unit content
<p>Topics may include:</p> <p>1. This course provides students with the framework in which they can analyse customer behaviours, preferences, needs and expectations (internal or external customers).</p> <p><br></p> <p>2. Understand the roles and responsibilities of management in ensuring quality customer service.</p> <p><br></p> <p>3. Implement effective communication and negotiation techniques to build and maintain business relationships</p> <p><br></p> <p>4. Identify legislation that impacts on customer service standards</p> <p><br></p> <p>5. develop quality assurance and continuous improvement processes which support customer service.</p>
Key information
Institute / school:
Institute of Innovation, Science & Sustainability
Discipline:
Business
Study level:
Undergraduate
Credit points:
15
EFTSL:
0.125
Field of education:
080307 - Organisation Management
Grade scheme:
Graded (e.g. HD, D, C, etc)
Placement component:
No
Fee information:
<a href="http://www.federation.edu.au/locate/unit/bsman1001">View unit fees</a>
Requisites
Prerequisite
None
Corequisite
None
Exclusion
None
Learning outcomes
Learning outcomes
<p>On successful completion of this unit, students are expected to gain the following [K]nowledge, [S]kills and [A]pplication of knowledge & skills</p>
Learning Outcomes
Ref
Outcome
K1
<p>Analyse strategies to develop and maintain quality customer service systems</p>
K2
<p>Recognise roles and responsibilities of management in ensuring quality customer service with ethical and social responsibilities.</p>
K3
<p>Identify concepts of total quality management and continuous improvement which can be implemented within an organisational environment</p>
K4
<p>Understand how the fundamentals of customer service underpin other management disciplines such as marketing and/or project management</p>
S1
<p>Monitor efficiency and service levels to improve workplace operations and identify effective customer service strategies and processes</p>
S2
<p>Use appropriate technology to research, organise and present customer service data</p>
S3
<p>Conduct, build and maintain successful business relationships</p>
A1
<p>Analyse and develop customer service strategies for a range of organisational environments.</p>
A2
<p>Use the principles of customer service to create and implement elements of total quality management and continuous improvement</p>
A3
<p>Communicate well developed judgement and negotiation techniques in building business relationships and act in a socially responsible and ethical manner.</p>
Assessment
Learning Tasks and Assessment
Ref
Learning task
Assessment type
Weighting
Learning outcomes assessed
1
<p>Analyse customer service scenarios (case studies) and develop appropriate strategies as proposed solutions</p>
<p>Individual report/ Essay</p>
<p>10-30%</p>
K1, K2, K3, K4, S1, S2, S3, A1, A2, A3
2
<p>Research, monitor and evaluate an organisations customer service strategy providing strategic recommendations for identified problems.</p>
<p>Group report/ Essay</p>
<p>20-40%</p>
K1, K2, K3, K4, S1, S2, S3, A1, A2, A3
3
<p>Invigilated examination in which students demonstrate applied understanding of the fundamentals and theories of customer service</p>
<p>Examination</p>
<p>40-60%</p>
K1, K2, K3, K4, S1, S2, S3, A1, A2, A3
Supplementary assessment available:
Yes
Supplementary assessment information:
<p>Where supplementary assessment is available a student must have failed overall in the Unit but gained a final mark of 45 per cent or above, has completed all major assessment tasks (including all sub-components where a task has multiple parts) as specified in the Unit Description and is not eligible for any other form of supplementary assessment.</p>
FedTASK
FedTASK
Description of FedTASK outcome
Level
FedTASK 1: Interpersonal
The ability to effectively communicate, interact and work with others both individually and in groups.
FedTASK 2: Leadership
The ability to apply professional skills and behaviours in leading others.
FedTASK 3: Critical Thinking and Creativity
The ability to work in complexity and ambiguity using imagination to create new ideas.
FedTASK 4: Digital Literacy
The ability to work fluently across a range of tools and applications to achieve a range of skills.
FedTASK 5: Sustainable and Ethical Mindset
The ability to consider and assess the consequences and impact of ideas and actions in enacting ethical and sustainable decisions.
FedTASK
<p>Federation University recognises that students require key transferable employability skills to prepare them for their future workplace and society. FedTASKs (<strong>T</strong>ransferable <strong>A</strong>ttributes <strong>S</strong>kills and <strong>K</strong>nowledge) provide a targeted focus on five key, transferable Attributes, Skills, and Knowledge that are embedded within curriculum, developed gradually towards successful measures and interlinked with cross-discipline and co-operative learning opportunities.</p>
Key information
Institute / school:
Institute of Innovation, Science & Sustainability
Discipline:
Business
Study level:
Undergraduate
Credit points:
15
EFTSL:
0.125
Field of education:
080307 - Organisation Management
Grade scheme:
Graded (e.g. HD, D, C, etc)
Placement component:
No
Fee information:
<a href="http://www.federation.edu.au/locate/unit/bsman1001">View unit fees</a>
Additional information
Add Info Static Text
Internal reference: BSMAN1001 - U1.1