Customer Service Solutions

Customer-Service-Solutions

Customer Service Solutions


Price:

$300.00


TOTAL: $300.00
Price:

$300.00

Units of Competency

2

Course Access

3 months access to online course

Support Hours

7am - 9pm AEST (Mon - Fri),
9am - 1pm AEST (Sat - Sun)

Assessments Marked

Within 5 business days

Course Requirements

  • Sufficient literacy and numeracy skills to complete the course
  • Access to an internet connection

Delivery Mode

100% online, no classroom attendance

Trainer Support

One-on-one

Learning and assessment options

Your workplace or our virtual company as your simulated workplace

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This course focuses on analysing needs, priorities and problem diagnoses in the delivery of service to customers. It focuses on the implementation of customer service strategies with addressing customer needs. This is achieved by managing an ongoing relationship over a period of time with your customer.

View the units below to understand what each unit within this course offers and how each delivers specific skills and knowledge in a practical sense which you can relate to in business.

This short course provides you with practical skills, strategies and knowledge. Successful completion earns you a Statement of Attainment in partial completion of BSB40215 Certificate IV in Business, which could be your next step forward!

Career Opportunities

  • Business Administrator
  • Supervisor
  • Manager
  • Team Leader

You may apply for a credit transfer towards several qualifications. At AOT, these include:

  • BSB42015 Certificate IV in Leadership and Management
  • BSB40215 Certificate IV in Business
  • BSB42615 Certificate IV in New Small Business
  • BSB40515 Certificate IV in Business Administration

Talk to our course advisor for more information on credit transfer rules and the qualification that will best suit your needs.

We provide you with three (3) months to complete this course. How long it actually takes will be reflective of the time you are able to dedicate to your studies.

This course could be completed within 15 – 20 hours of study per unit. It may take you less time, it may take you more. That is why we give you three (3) months and all the support you need. The rest is up to you!

BSBCUS401 Coordinate implementation of customer service strategies

Upon successful completion of this unit, you will:

  • identify the needs and priorities of the organisation in delivering services to customers
  • diagnose problems in delivery of customer service
  • respond to and report on customer feedback and complaints
  • review client satisfaction using verifiable data
  • consult and communicate effectively with relevant people
  • develop and implement strategies and methods to improve customer service delivery including:
    • budgeting
    • promotion to staff
    • documentation and follow up
Demonstrate knowledge of:
  • principles of customer service
  • sources of information and techniques for identifying customer needs and reviewing customer satisfaction
  • organisational business structure, products and services related to customer service
  • product and service standards and best practice models

BSBCUS402 Address customer needs

Upon successful completion of this unit, you will:

      • communicate effectively with customers including:
        • helping customers to articulate their needs and evaluate options
        • explaining products/services and how they match customer needs
        • establishing regular communication
        • explaining customer rights and responsibilities
      • address customer's needs
      • use organisational procedures to document customer satisfaction
      • develop and maintain networks to support meeting customer needs
      • identify potential difficulties in meeting customer needs and taking appropriate action
Demonstrate knowledge of:
    • organisational procedures and standards for establishing and maintaining customer service relationships
    • informed consent
    • consumer rights and responsibilities
    • establish effective regular communication with customers
    • details of products or services including with reference to:
      • possible alternative products and services
      • variations within a limited product and service range

You will be assessed for these units of competency using a variety of tasks to assess your understanding and skills. A virtual session means you will be one on one with your assessor either answering questions or taking part in a role play, just as you would do in any classroom, only we do it online.

All of our assessments are marked by your assessor within five working days following the day you submitted your work. You have three attempts for each task to achieve a competency result, with your assessor giving you detailed feedback following each submission.

Unit Short Answer
Questions
Virtual
Session
Scenario
/Case study
Reports Assignment
/Project
BSBCUS401 Coordinate implementation of customer service strategies
BSBCUS402 Address customer needs

Requirements

There are no formal requirements. However, learners will need:
  • Sufficient language, literacy and numeracy skills to complete the course
  • Basic computer skills
    • Knowledge of common computing terms and word processing
    • Proficiency with web browser software and sending/receiving e-mail including e-mail with attachment
    • Familiarity with navigating the Internet
  • To meet technical requirements

Technology requirements

  • Operating System: Windows 7 or higher (recommended); MAC OS X 10.6 (Snow Leopard) or higher (recommended)
  • CPU: Min. of 2 GB of RAM, Min. of 2 GB of spare disk space is recommended
  • Processor: 2.0 GHz processor or higher (32-bit or 64-bit)
  • Monitor w/ at least 1024x768 screen resolution
  • Internet access: Minimum ADSL1 with a speed of at least 1.5Mbps
  • Valid personal email address
  • Sound card
  • Speakers and microphone/headset
  • Access to a webcam, photocopier, printer & scanner
  • The latest version of Java, QuickTime, Adobe Reader, Adobe Flash Player
  • Word processing software e.g. Microsoft Office
  • Up-to-date web browser version

Support you can expect from AOT

Our focus is to provide the real-world skills and knowledge that you need to advance your career, fulfill your goals and achieve success in the workplace. No matter what course you choose, here at AOT you will receive the assistance and support that will help make your study time convenient, manageable and worthwhile.

The benefit of studying with us is that you don't have to schedule your time to attend face-to-face classroom sessions. You can study at times convenient to you in your own home or anywhere that suits your learning style.

To support you in your study we provide:


Personal course induction
A Student Support Officer will personally take you through the sauceLMS and your course.

Live chat
Instant support available by a trainer whilst you are studying 7am - 9pm AEST (Mon to Fri), 9am - 1pm AEST (Sat to Sun).

Contact us form
Contact us at any time using the Contact us form found within your course to create support tickets.

Mentoring sessions
You can book an appointment with your personal trainer to discuss the learning material, assessment expectations, or assessment feedback.

Virtual Classroom sessions
This can be booked with your trainer for specific assessments.

Help and Support
A section on your sauceLMS dashboard with useful links including FAQs.

You are not alone in your study with AOT!