This unit covers the skills to deliver a service to a customer and to monitor the level of service a customer is receiving. Some businesses have a continuous flow of new customers who purchase once or twice and then move on, whereas other businesses develop long term relationships with their customers over an extended period of time.

By providing customers with a high standard of customer service you can give the customer a reason to purchase from the business over competitors.

$85.00 Price

120 mins Estimated Time

Components in this Module

1 - Deliver and Monitor a Service to Customers

  • Introduction
  • Public Relations

2 - Customers

  • Who are my Customers?
  • Customer Needs
  • Identifying Customer Requirements
  • Unique Selling Points
  • Checkpoint 1

3 - Customer service

  • First Impressions
  • Good vs Bad Impression
  • Customer Choices
  • Dignity and Respect
  • Specific Needs
  • Prompt Service
  • Urgency / Lead Times
  • Prompt Communication
  • Limitations
  • Monitoring Customer Service
  • Checkpoint 2

4 - Communication

  • Effective Communication
  • Listening
  • Styles of Listening
  • Listening Challenge
  • Asking Questions
  • Open and Closed Questions
  • Checkpoint 3
  • Non-Verbal Communication
  • Business Non-Verbal Communication
  • Checkpoint 4

5 - Customer Relationships

  • Establishing a Rapport with Customers
  • Loyalty Programs
  • Enhance Services
  • Maintain Professional Ethics
  • Privacy
  • Checkpoint 5

6 - Customers Complaints

  • Complaints are Good for Business
  • Customer Complaint Scenario
  • Typical Customer Complaints
  • Common Customer Service Problems
  • Turning Complaints into Opportunities
  • Customer Complaints Procedure
  • Anti-discrimination
  • Australian Consumer Law
  • What not to do!
  • Compensation
  • Not Justified
  • Checkpoint 6

7 - Customer Feedback

  • Customer feedback
  • The Likert Scale
  • Online Surveys
  • Market Research
  • Regular Contact
  • Monitor Service Procedure
  • Summary Reports
  • Graphs and charts
  • Which Type of Chart is it?
  • PowerPoints
  • Checkpoint 7
  • 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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