Delivering Customer Service

Delivering Customer Service

Price:

$140.00

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TOTAL: $140.00

Delivering Customer Service

$140.00

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

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Units of Competency

1

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

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*Not applicable with any other offer. Offer ends 31/08/2020.
See Terms and Conditions for further details.

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.

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.

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.

The type of assessment used in each unit is listed below.

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

We provide you with three (3) months to complete the course. There is no minimum timeframe for completion.

The course is self-paced so the hours of study vary from student to student and are influenced by many factors including the amount of time you are able to dedicate to your studies. That is why we give you three (3) months and all the support you need. The rest is up to you!

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 1.5Mbps
  • Valid personal email address
  • Speakers and microphone or headset
  • The latest version of Adobe Reader, Adobe Flash Player
  • Microsoft Office (Word, Excel, PowerPoint, Publisher) or similar software
  • 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, 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

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

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.
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