Certificate of Strategic Customer Service

• Customer engagement role
• Customer satisfaction
• Inbound / outbound calls
• Manage personal performance
• Technological applications
• Health and safety
• Consultation
• Performance appraisals
• Performance management
• Ethical employment approach
• Ethical responsibilities
• Skills and knowledge
• Achieving objectives
• Workplace team
• Team goals
• Dealing with conflict
• Feedback
• Rewards
• Planning goals

• Customer engagement
• Product / service knowledge
• Contact scripts and guides
• Enterprise policies and procedures
• Key performance indicators
• Equipment proficiency
• Communication skills
• Identify the customer
• Answering the telephone
• Establish customer needs
• Questioning
• Complaints
• Attitude
• Identify add-ons
• Credit checks
• Software and systems
• Types of credit
• Customer information
• Customer retention
• Customer enquiries
• Ethics
• Information collection
• Records and disclosure
• Data quality and security
• First call resolution

• Customer engagement operations
• Contact centre roles
• Help desk
• Technical support
• Personal performance
• Technological applications
• Information collection
• Records and disclosure
• Data quality and security
• Performance appraisals
• Ethical responsibilities
• Skills and knowledge
• Achieving objectives
• Workplace team
• Team goals

• Information systems
• Security protocols
• Database management system
• Transaction support
• Database footprint
• Clustering
• Synchronisation
• Security
• Customer relationship management
• Data integrity
• Auditing and data verification
• Linking external data
• Hierarchical filing system
• Multiple information systems
• Questioning techniques
• Workflow processes
• Accuracy
• Rectify processing errors
• Data validation
• Implementing a resolution
• Providing feedback

• Develop product knowledge
• Sources of information
• Identify product features
• Pricing
• After sales service
• Warranties and agreements
• Competition
• Bundling
• Benchmarking
• Product features and benefits
• Rational and emotional benefits
• Organisational requirements
• Fair trading

• Assessing customer needs
• Internal and external customers
• Customer focus
• Communicating with customers
• Market segmentation
• Communication processes
• Value proposition
• The service factor
• The supply chain
• Business technology
• Customer service strategies
• Lost sales
• Customer purchasing choices
• Perceptions of value
• Benefit purchasing
• Relationship building
• Value-adding
• Innovation and value adding
• Sales process
• Promoting service strategies
• Collecting data
• Feedback

When you study with Australian Online Courses, you will be assessed using a competency-based training method.

Competency-based training focuses on the achievement of skills and knowledge against set criteria to meet industry-standard and is not benchmarked against other students’ work.

In this course, the assessment will be comprised of written assignments and exercises, which may include short answer questions, reports, essays, research projects and reflective tasks.

If you do not achieve a competency result on your first attempt, you have two more attempts to pass your assessment. So, you have three attempts in total to obtain a competency result.

In this way, you can complete your course in your own time and at your own pace with the assistance of unlimited tutor support.

• Professional development that is widely recognised and respected;
• Improve your employment opportunities;
• Study online, anywhere via our elearning system;
• High-quality professional development programs written by industry experts;
• No entry requirements;
• All course materials provided online – no textbooks to buy;
• Unlimited tutor support;
• Easy to understand course content;
• Twelve (12) months’ access, with extensions available upon application (fees apply);
• Certificate of Attainment/Completion issued for your CV (hard copy provided); and
• Course may be tax deductible; see your tax advisor.

The approximate study hours for this course is 90 hours. Twelve (12) months’ access, with extensions available upon application (fees apply).

Yes! The cost for printed materials for this course is $50 per unit. Total cost for optional printed materials is: $300.00. Printed materials are optional and not required to complete the course. Everything you need to complete the course is provided online via our e-learning system.

You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!

Credit card: Within 60 mins during business hours.

BPAY: Within 1-2 working days.

Internet Banking: Within 1-2 working days.

Cheque/Money Order: Upon receipt of mailed cheque.

Yes! You will receive a Certificate of Attainment upon successful completion of your assessment.

No. All courses are delivered online via our e-learning system and there are no work placement requirements in this course.

Unlimited tutor support is available throughout your studies via email during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.

Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.