Units of Competency


Course Access

4 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

Customer service is an essential key for business success. Businesses develop policies and procedures for customer service and rely upon their staff to provide quality service on a daily basis.

One of the key personnel that provides customer service is a receptionist. They are the first point of contact for customers and clients. To be successful in this role, you must have good communication skills, work effectively and be customer focused. In this short course, you will learn to establish contact with customers, identify their needs, deliver a service and process feedback to gain new customers, generate loyalty and repeat business.

You will also learn the skills and knowledge required to communicate in the workplace including gathering, conveying and receiving information and completing routine written correspondence. This includes effective listening, questioning and non-verbal communication.

Learn to work effectively in order to ensure high levels of personal achievement and success for the business that you are working for. Enrol now to begin your training.

Successful completion of the units of competency outlined below for this short course will earn you a Statement of Attainment in partial completion of BSB20120 Certificate II in Workplace Skills.

  • Receptionist
  • Junior Office Assistant
  • Junior Personal Assistant
  • Office Junior

You may use the units of this short course to apply for credit transfer towards the below qualification:

  • BSB20120 Certificate II in Workplace Skills

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

BSBOPS203 Deliver a service to customers

This unit describes the skills and knowledge required to deliver aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products, and processing customer feedback.

The unit applies to those who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility.

  1. Establish contact with customers
  2. Identify customer needs
  3. Provide service to customers
  4. Process customer feedback
Upon successful completion of this unit, you will:
  • deliver a service to at least three different customers.
In the course of the above, you must:
  • greet the customer and establish rapport according to organisational requirements
  • identify customer needs using interpersonal skills
  • provide prompt service to address customer needs
  • identify and follow up opportunities to increase the quality of service and products
  • respond to and record all customer feedback according to organisational standards, policies and procedures.
Nominal hours = 40

BSBCMM211 Apply communication skills

This unit describes the skills and knowledge required to apply basic communication skills in the workplace, including identifying, gathering and conveying information along with completing assigned written information.

The unit applies to individuals working under direct supervision, who are developing basic skills and knowledge of workplace communication in preparation for working in a broad range of settings.

  1. Identify communication requirements
  2. Communicate using verbal and non-verbal communication skills
  3. Draft written communications
Upon successful completion of this unit, you will:
  • Use verbal and non-verbal skills to seek and convey information in face-to-face situations on at least three occasions
  • Draft written documents and confirm that the documents meet organisational requirements on at least three occasions.
Nominal hours = 40

BSBOPS201 Work effectively in business environments

This unit describes the skills and knowledge required to work effectively in business environments. It includes identifying and working to organisational standards, managing workload and working as part of a team.

The unit applies to those who work in a broad range of settings. These individuals typically work under some supervision and guidance.

  1. Identify the business context
  2. Work in a team
  3. Develop effective work habits
Upon successful completion of this unit, you will:
  • complete at least four tasks in a business environment, including:
    • working to organisational standards
    • managing workload
    • working as part of a team.
In the course of the above, you must:
  • comply with legal responsibilities, and organisational requirements
  • escalate issues and seek assistance.
Nominal hours = 30

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
Virtual Classroom/Roleplay Scenario/
Case study
BSBOPS203 Deliver a service to customersWritten ActivitiesVirtual ClassroomScenario/Case Study
BSBCMM211 Apply communication skillsWritten ActivitiesVirtual ClassroomScenario/Case Study
BSBOPS201 Work effectively in business environments Written ActivitiesVirtual ClassroomScenario/Case Study

We provide you with up to four (4) months to complete this 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 less than this.

Total Nominal hours : 170


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
  • Be at least 18 years old or have completed Year 12 if enrolling in a Diploma

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)
  • A desktop or laptop as we do not actively support other devices
  • 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

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

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