Customer Service Skillset

About the course

Great customer service is at the core of a successful business whether it is a small or a large enterprise. This skillset is designed for the people who require customer service skills to interact with internal and external stakeholders to provide excellent customer service experience same time developing and applying thinking and problem-solving skills.

What I will learn

This course will provide the skills required to make your clients feel welcome, manage the telephone while working in a reception role, create relationships with customers and address their needs. You will also learn communication strategies when it comes to communicate and work effectively with diverse people. Most importantly, how to respond and deal with customer complaints in a professional manner applying thinking and problem-solving skills.

Prerequisites

Whilst there are no prerequisites for this course, it is expected that you have adequate language, literacy and numeracy skills and computer skills to be able to interact with peers, trainers and completing assessments using a computer in the classroom.

Course Content

The skill set consists of three (3) units of competency:

BSBOPS304 Deliver and monitor a service to customers
BSBOPS305 Process customer complaints
BSBCRT201 Develop and apply thinking and problem-solving skills

What are the essential qualities of a receptionist or customer service officer?

  • Telephone manner
  • Tone of your voice
  • Presentation skills
  • Prompt service
  • Creating relationships with customers
  • How positive is your attitude
  • Communicating your best image
  • Body language checklist/activity
  • Human needs
  • Monitoring and reporting on service delivery
  • Skillful listening
  • Customer feedback
  • Saying the right thing at the right time
  • What can you do to make sure customers come back
  • Making sure customers return
  • Handling complaints
  • Dealing with difficult customers
  • Taking that one extra service step
  • Exercising judgement to resolve customer service issues

Delivery Strategies

Face to face classroom study led by a qualified and industry experienced trainer and the self-paced journey for a thorough understanding of the competency requirements and to prepare for the assessments. 5 to 10 hours per week of study is expected. Learning strategies include role play, demonstrations, lectures and classroom activities. All participants will be supported by our qualified and skilled team throughout their learning journey.

Assessment strategies

Assessments will be conducted in both summative and formative manner to ensure the candidate can perform in accordance with the standard detailed in the relevant Training Business Services Package. Assessment strategies include knowledge questions, Role Play, projects, case study analysis, Observations etc.

Resource Requirements

Learner manuals will be provided at no further cost than the course fee. This course requires the use of computer and internet either in the classroom or at the students' home or workplace to research the relevant legislations, industry standards and to develop relevant workplace documents.

What if I find that the course is not suitable for me?

Once you have commenced your study, you cannot cancel your enrolment. Therefore, we strongly advise you to read the course information, especially who will benefit from this course, the units of competency covered and delivery and assessment strategies. Our enrolment and refund policies are available in our Student Handbook. You can access the Student Handbook by visiting our website www.parramattacollege.com.au or you can contact us on 02 96872072 or email to admin@parramattacollege.com.au for a copy of the Student Handbook.

How much work is involved in completing the course?

Please note assessments for this course involve significant work both during and after the sessions. You will have maximum of two attempts to submit your assessments. If you are considered Not Yet Competent after the second submission with significant gaps prevailing in your submissions, you may be asked to re-enrol into the course.

Recognition of Prior Learning (RPL)

If you believe you already have skills and experience relevant to the competencies of this course, please let the trainer know for a recognition. Please note that applying for RPL may not automatically result in the issuing of the skill set. In case of any gaps found, you will be advised of those gaps and asked to provide further evidence against your RPL claim. If you are still considered Not Yet Competent (NYC), you may be offered a tutorial for those gaps, which will incur further cost.

Competency Outcome

On successful completion of all required assessments, a Statement of Attainment will be issued form Certificate III in Business 30120.

Career Opportunities

After completion of the course, you may be eligible to seek employment in the customer service area where a person provides range of customer services to internal or external clients, suppliers, employees etc. and effectively communicate with others at work.

Pathways

The units of competency will provide credit towards the Certificate III in Business BSB30120.

More information

Should you require further information, please feel free to contact our office on 02 96872072 or email to admin@parramattacollege.com.au.

Assessments are made against units of competency from the Certificate III in Business BSB30120.
  • Develop and apply thinking and problem solving skills (BSBCRT201)
  • Process customer complaints (BSBOPS305)
  • Deliver and monitor a service to customers (BSBOPS304)

This course has no current classes. Please the waiting list.