Deliver a Service to Customers

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. This course has been aligned with from BSB20115 Certificate II in Business. If you wish to gain a nationally recognized certificate, you will need to complete all required assessments during the course.

What I will learn

This course will provide the skills required to make your clients feel welcome, manage customer queries while working in a front of office role, create relationships with customers and address their needs. You will also learn communication strategies when it comes to communicate and work effectively with customers.


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 one units of competency:

Deliver a service to customers BSBCUS201

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. Learning methods will include face to face lecture, case studies, demonstrations, questions and answers.

Assessment strategies

Assessment for this course will include both summative and formative through written questions and answers, observations and practical demonstration of knowledge and skills.

Resource Requirements

Learner resources 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 or you can contact us on 02 96872072 or email to for a copy of the Student Handbook.

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 from BSB20115 Certificate II in Business.


The units of competency will provide credit towards the BSB20115 Certificate II in Business.

More information

Should you require further information, please feel free to contact our office on 02 96872072 or email to

Assessments are made against units of competency from the Certificate II in Business BSB20115.

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