Delivering Customer Service

Price:

$140.00

To enrol, select payment option below:

Prepaid Fee
Payment Plan

Delivering Customer Service

$140.00

TOTAL: $190.00 over 1 month
Initial Payment: $100.00
Succeeding Payments: $45.00 X 2 fortnightly payments

Payment Plan

Units of Competency

Course Access

3 months access to online course

Support Hours

7am - 9pm AEST (Mon - Fri)

Why Study with AOT?

Over 15 years of delivering qualifications online
Dedicated eLearning and LMS development team
Courses developed in-house by industry experts
Courses written specifically for online delivery
Professional and industry skilled trainers
Rated ‘Excellent’ on independent review platform TrustPilot

Simulated Workplace

Full access to our unique virtual company that brings your course material to life.

Delivery Mode

100% online, available 24/7
No classroom attendance or work placement

Trainer Support

One-on-one unlimited

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.

Units

BSBCUS301

BSBCUS301 Deliver and monitor a service to customers

This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.

It applies to individuals who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over short or long term interactions.

Topics:

Identify customer needs
Deliver a service to customers
Monitor and report on service delivery

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.

Nominal hours = 35 hours

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 assessment task to achieve a satisfactory outcome (100% pass mark), with your assessor giving you detailed feedback following each submission.

Unit	Written Activities	Virtual Classroom/Roleplay	Scenario/ Case study	Project/ Report
BSBCUS301 Deliver and monitor a service to customers	✔Written Activities	✔Virtual Classroom	✔Scenario/Case Study

Course Duration

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

In the units list, you will see the government’s nominal hours for each unit, which are their anticipated number of study hours. Our students usually find that their actual study hours are much less than this. To begin planning your studies we recommend planning for 20-25 hours of study per unit and then adjusting as you go. You may book a mentoring session for assistance setting up a study plan once you have enrolled.

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 with at least 1024x768 screen resolution
Internet access: Minimum ADSL1 with a speed of at least 3 Mbps
An email address that is unique to you and that you will maintain throughout your enrolment
Headset (or speakers and microphone) and webcam
Microsoft Office (Word, Excel, PowerPoint, Publisher) or similar software
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:

Live chat

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

Contact us form

Mentoring sessions

You can book unlimited appointments with a trainer to discuss the learning material, assessment expectations, or assessment feedback.

Virtual classroom sessions

This can be booked with your trainer for specific assessments.

Course induction

You are provided with a course induction tutorial and you may also request for a Learner Support Officer to personally take you through the sauceLMS and your course.

Help and Support

A section on your sauceLMS dashboard with useful links.

Student Frequently Asked Questions

Find answer to your questions quickly and easily using the FAQs.

You are not alone in your study with AOT!

Delivering Customer Service

Delivering Customer Service