Being able to offer great customer service is an invaluable skill. It not only encourages customers to remain loyal to your business, it can increase their ‘lifetime value’ and ultimately lead to increased sales opportunities. (Remember that time you purchased more than you planned because the sales staff were so amazing?)
The Certificate of Customer Service Operations is an online program that will teach you how to improve your customers’ experience; provide the best possible telephone, on-site and internal customer service and deal with incidents and complaints.
In this Sales and Marketing course, you will discover how to develop a customer service strategy, evaluate ‘moments of truth’, and build rapport with customers via empathy, understanding and normalization.
You will also learn about the warning signs of potential conflict, how to manage time and stress, and how to problem solve with customers and document incidents.
On completion of this course, you will have fine-tuned your customer service skills to not only benefit your organisation, but the most important people of all from a sales and marketing perspective – your customers!
Course Structure
Unit 1 - Dealing with customer service incidents and complaints
- 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
Unit 2 - Managing time, conflict, and stress
- 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
Unit 3 - Designing a customer service strategy
- 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
Unit 4 - Facing confrontation in customer service
- 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
Unit 5 - Internal customer service
- 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
Unit 6 - Providing on-site customer service
- 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
Unit 7 - Providing telephone customer service
- 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
Unit 8 - Rapport building in customer service
- 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
Assessment
Assessment
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.
Testimonials
It was a great experience studying with Australian online courses. It’s easy to excess all the study material and very easy to understand language and good examples to understand properly.
J.Kaur, Melton South VIC | Certificate of Customer Service Operations
Easy to access course content and enjoyed the flexibility of studying online
M. Zagame, Delahey, VIC | Certificate of Customer Service Operations
Course FAQs
Why Choose Australian Online Courses?
- 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.
How long will it take to complete this course?
The approximate study hours for this course is 5 hours. We offer twelve (12) months’ access, with extensions available upon application (fees apply).
Can I purchase optional printed materials?
While printed materials are not available for purchase, transcripts of video lectures and other learning resources are available for printing via our elearning system.
When can I start this course?
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.
Will I receive a certificate upon completion of this course?
Yes! You will receive a Certificate of Attainment upon successful completion of your assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our e-learning system and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
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.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.
Career Pathways
Future growth
Strong
Unemployment
Low
Professional Development for:
- Store Managers
- Customer Service Consultants
- Retail Assistants
- Customer Service Advisors