Description

Course Overview

Do you have well-developed skills and a broad knowledge of customer service strategies? Do you understand customer needs and problems and want to provide guidance to staff members?

This short course focuses on analysing needs, priorities and problem diagnoses in the delivery of service to customers and the implementation of customer service strategies.

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

This short course can be a stepping stone to the BSB40215 Certificate IV in Business as successful completion earns you a Statement of Attainment in partial completion towards this qualification. It also provides the practical skills, strategies and knowledge that you can utilise in your current or future job role.

Career Opportunities

Business Administrator
Supervisor
Manager
Team Leader

Study Pathways

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.

How long does the course take?

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!

Units

BSBCUS401

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

Course Assessment

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 ten (10) working days following the day you submitted your work. You have three (3) 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	✔		✔		✔

Course Requirements

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
Meet technology 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
Speakers and microphone/headset
The latest version of Java, QuickTime, Adobe Reader, Adobe Flash Player
Word processing software e.g. Microsoft Office
Up-to-date web browser version

Learner Support

Support you can expect from AOT

Our focus is to provide the real-world skills and knowledge that you need to advance your career, fulfil 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 Learner Support Officer will personally take you through the sauceLMS and your course.

Live chat

Trainer support available whilst you are studying 7am – 9pm AEST (Mon to Fri).

Contact us form

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!