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!
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
Incident management process
Incident measurement metrics
Dealing with abusive or irate customers
Appropriate escalation approaches
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
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
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
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
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.
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 20 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.