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.
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
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:|
|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.|
On completion of this unit, students should be able to:
- demonstrate an understanding of the value of teamwork to service organisations
- apply effective communication and group management skills
- assess the quality of customer service.
Prescribed Learning Resources
- No prescribed texts.
Teaching and assessment
Commonwealth Supported courses
For information regarding Student Contribution Amounts please visit the Student Contribution Amounts.
Fee paying courses
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