Delivering a service to customers is one of the primary tasks of any business worker. Business spends big dollars on marketing to get customers to consider their products and services, but that is only part of the customer’s business relationship.

The other part is building a relationship with the customer so that that customer will become a regular client and recommend the business to their friends.

$85.00 Price

100 mins Estimated Time

Components in this Module

1 - Introduction

  • Introduction

2 - Service

  • Dress Code
  • Your Industry
  • Greeting Customers
  • Greeting Methods
  • Personal Presentation
  • Calculating Sales
  • Checkpoint 1

3 - Communication

  • Communication
  • Verbal Communication
  • Active Listening
  • Active Listening Example
  • Non-verbal Communication
  • Other Communication Factors
  • Written Information
  • Spot the Mistake
  • Slang and Jargon
  • Swearing and Aggressive Language
  • Writing Effectively
  • Social Media
  • Checkpoint 2

4 - Customer Relationships

  • Developing Relationships with Customers
  • Trust, Faith and Rapport
  • Anti-Discrimination
  • Australian Consumer Law
  • Checkpoint 3

5 - Assisting Customers

  • Meeting Customers Needs and Expectations
  • Asking Questions
  • Customer Requests
  • I need it in a Hurry!
  • Apply Specialist Knowledge
  • Accurate Information
  • Offer Options
  • Recording Customer Information
  • Taking Down Customer Details
  • Checkpoint 4

6 - When Things Go Wrong

  • Poor Service or Faulty Products
  • Items not in Stock
  • Warranties and Guarantees
  • Turning Complaints into Opportunity
  • Going Above and Beyond
  • Handling Customer Complaints
  • Refer Complaints
  • Follow up Complaints
  • Documenting Complaints
  • Support Customers
  • Checkpoint 5
  • Congratulations


No previous knowledge or experience is required.

How long?

The online courses are made up of a number of learning modules. Each module has an estimated time to complete them (click on the ‘i’ next to the module to get the time).
The time to complete a module can vary based on your existing knowledge of the material.
No need to finish the course in one session. You can log in and out as many times as you like, until the course end date. The course end date is shown when entering the training. The system remembers what you have completed and you can continue on from where you left off.

How does it work?

Once we receive confirmation of your payment (which could take up to 24 hours), you will receive an email with your login details. Go to the login page which will be emailed to you. Enter your details then click on the name of the course when you are ready to start.

How do I pay?

Pay with mastercard or visa through our secure PayPal internet payment facility. You can also select to ‘Generate an Invoice’ or ‘Make An Enquiry’ and we will get back to you with a group pricing as a quote or submission for you to respond to.

Who should do this course?

These courses are for anyone who wants to learn more or wants to extend their resume by becoming more knowledgable in their company.

How will I be assessed?

Each module is broken into sections with checkpoints, interactive challenges and quiz questions throughout. You are required to go through each section and answer every question correctly to be deemed competent. If you answer any questions incorrectly, you will be given feedback on which question you answered incorrectly. You can then correct your response and continue.

Will I receive a certificate?

These are non accredited corporate-based short courses and if successful you will receive a Certificate of Completion.

Steps to proceed with enrolling in a Course

Step 1 – Select a Course(s) by adding it to the Shopping Cart.
Step 2 – Pay for the course (using Paypal).
Step 3 – Once we have received the payment we will send you an email confirming your order.
Step 4 – This email will have instructions for connecting to the course, your login ID and password.
Step 5 – Complete the online course.
Step 6 – Once the course has been successfully completed, you will have access to your certificate.

If you have any problems or questions just call us on (02) 9635 0477 or email

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