This unit describes the skills and knowledge required to advise, carry out and evaluate customer service strategies.

The unit applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems. Individuals may provide guidance or delegate work related tasks to others.

No licensing, legislative or certification requirements apply to this unit at the time of publication

No prerequisites are required for this course 

Basic Language, literacy and numeracy skills in English (LLN)

Victorian Student Number (VSN) – Victoria only

Unique Student Identifier (USI) – Australia wide

Access to a functional pc or tablet device with video recording capabilities, internet access and Chrome internet browser.

• customer communication techniques principles of customer service
• sources of verified client information
• techniques for identifying customer needs and reviewing customer satisfaction
• organisational business structure, products and services related to customer service
• techniques for drawing insights from verifiable evidence to develop recommendations and conclusions
• product and service standards and best practice models.

This unit is completed by self-paced work online.

The nominal hours for the course are 75hrs Online access remains live for 3 months.

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Online

Demonstrate knowledge required to complete the tasks outlined in elements and performance criteria of this unit. Refer to training.gov.au for more specific examples on assessments and tasks. Video footage of demonstration is acceptable.

Our support staff are available to students and potential students who require support during office hours via email or phone.

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