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Customer Service Strategies


Course Outline and Topics

Course Overview

Customer Service Strategies is a short online course that will provide you with the skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback. Operators may have responsibility to provide guidance or to delegate aspects of these tasks to others.

Course Structure

Unit - Coordinate implementation of customer service strategies

  • 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


Written assignments and exercises, including short-answer questions, reports/essays and projects. There are no examinations or due dates for assessment.


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Payment Information

Certificate Course



  • 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;
  • 12 months’ access. Free extensions may be available upon application.
  • Certificate of Attainment/Completion issued for your CV (hard copy provided); and
  • Course may be tax deductible; see your tax advisor.

Career Pathways

Future growth




Professional Development For:-

  • Sales Assistants
  • Retail Assistants
  • Customer Service Staff
  • Includes 12 months access
  • Full up-front payment only