Description

Course Overview

It is important to any business that they ensure their customers are satisfied with the service being provided and this in turn can encourage repeat customers.

You must be able to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service. You must also have excellent communication skills and be able to develop rapport.

Customer service applies to a broad range of industries and job positions. As an employee working in customer service, you will need to exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers.

In this unit of study, you will learn to how to deliver and monitor a service to customers.

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 the workplace.

This short course will earn you a Statement of Attainment in partial completion of BSB30415 Certificate III in Business Administration.

Career Opportunities

Customer service assistant
Customer service representative
Receptionist
Sales assistant
Retail floor staff

Study Pathways

You may use the unit in this course to credit transfer towards the below qualification at AOT:

BSB30415 Certificate III 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 10 – 15 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

BSBCUS301

BSBCUS301 Deliver and monitor a service to customers

Upon successful completion of this unit, you will:

use communication skills to establish rapport and build relationships with customers in accordance with organisational requirements
identify customer needs using appropriate questioning and active listening skills
provide customer service in accordance with organisational requirements
respond to and record customer feedback and action taken according to organisational standards, policies and procedures
produce a report which identifies and recommends ways to improve service delivery.

Demonstrate knowledge of:

key provisions of relevant legislation from all levels of government that may affect aspects of business operations
organisational policy and procedures for customer service, including handling customer complaints
examples of verifiable evidence that could be used to review customer satisfaction
outline the interpersonal skills needed for serving customers, including customers with specific needs.

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
BSBCUS301 Deliver and monitor a service to customers	✔Short Answer Questions	✔Virtual Session	✔Scenario/Case study	✔Reports	✔Assignment/Project

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!