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LocationDomesticInternational
Online

Unit description

Introduces students to the services sector and develops their communication and customer service skills. Students engage in a project-based learning approach with web-based platforms that blend academic and authentic assessments.  

Unit content

Topic 1: Effective group work

Topic 2: Group management

Topic 3: Analysing service concepts 

Topic 4: Service quality

Topic 5: The dimensions of customer satisfaction

Topic 6: Service failure and recovery

 

Learning outcomes

Unit Learning Outcomes express learning achievement in terms of what a student should know, understand and be able to do on completion of a unit. These outcomes are aligned with the graduate attributes. The unit learning outcomes and graduate attributes are also the basis of evaluating prior learning.

On completion of this unit, students should be able to:
1demonstrate an understanding of the value of teamwork to service organisations
2apply effective communication and group management skills
3assess the quality of customer service.

On completion of this unit, students should be able to:

  1. demonstrate an understanding of the value of teamwork to service organisations
  2. apply effective communication and group management skills
  3. assess the quality of customer service.

Prescribed texts

  • No prescribed texts.
Prescribed texts may change in future teaching periods.

Teaching and assessment

Notice

Intensive offerings may or may not be scheduled in every teaching period. Please refer to the timetable for further details.

Southern Cross University employs different teaching methods within units to provide students with the flexibility to choose the mode of learning that best suits them. SCU academics strive to use the latest approaches and, as a result, the learning modes and materials may change. The most current information regarding a unit will be provided to enrolled students at the beginning of the teaching period.

Fee information

Domestic

Commonwealth Supported courses
For information regarding Student Contribution Amounts please visit the Student Contribution Amounts.

Fee paying courses
For postgraduate or undergraduate full fee paying courses please check Domestic Postgraduate Fees OR Domestic Undergraduate Fees

International

Please check the international course and fee list to determine the relevant fees.

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