Certificate of Customer Service Operations

• Importance of customer service
• Efficient client services (CS)
• Effective complaint handling
• Improving customer service
• Dealing with customers
• Documenting incidents
• Incident management process
• Incident measurement metrics
• Dealing with abusive or irate customers
• Appropriate escalation approaches
• Customer feedback

• Warning signs of potential conflict
• Reduce conflict with customers
• Negotiating effectively with customers
• Strategies of assertive communication
• Demonstrating confidence with customers
• Reducing stress
• Time management

• Developing a customer service strategy
• Improving your customers’ experience
• Managing moments of truth
• Improving the customer experience
• Taking action on and evaluating moments of truth
• Effective customer service standards
• Customer service standard development process

• Taking responsibility for customer complaints
• Boundary-related customer service mistakes
• Strategies for preventing mistakes
• Customer service rudeness strategies
• Defusing a customer’s frustration
• Investigating customer complaints
• Problem-resolving with a customer
• Addressing and handling customer complaints

• Internal customer service relationships
• Getting to know your internal customers
• Mutual expectations with internal customers
• Taking action and gathering feedback
• Providing internal customer service
• Internal customer service attitude
• Assisting your internal customers

• Face-to-face customer service
• Effective and efficient on-site customer service
• Starting on a positive note
• Customer service pitfalls to avoid
• Active listening
• Increasing customer understanding

• Customer service over the phone
• Answering calls and putting customers on hold
• Transferring and closing customer service calls
• Maintaining a positive tone of voice
• Active listening techniques
• Customer-focused language
• Resolving customer problems
• Mirroring a customer’s language
• Phone etiquette and techniques

• Gaining the customers full attention
• Connecting with customers
• Positive and friendly in customer service
• Empathising with customers
• Understanding customers’ feelings
• Normalising customers’ difficulties
• Building rapport with customers

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 ensure your competency is industry relevant. You will not be benchmarked against other students.

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.

In this course, you will be assessed via multiple-choice questions to determine your mastery of details and specific knowledge gained during your studies to achieve a ‘competent’ or ‘not yet competent’ result.

Benefits of Multiple-Choice Assessments

• Appropriate for assessing students’ mastery of details and specific knowledge.
• Can be used to assess both simple knowledge and complex concepts.
• Questions can be answered quickly to accurately assess a students’ mastery of many topics relatively quickly.
• Assessment can be quickly and reliably scored to achieve a ‘competent’ or ‘not yet competent’ result.
• As the answers are visible, multiple-choice questions offer the opportunity for the continuation of the learning process, offering educational value.

• 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;
• We offer 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 20 hours. We offer twelve (12) months’ access, with extensions available upon application (fees apply).

While printed materials are not available for purchase, transcripts of video lectures and other learning resources are available for printing via our elearning 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.