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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.


  • Become fully trained and improve your employment opportunities;
  • Recognised by employers as professional development;
  • Study online, anywhere via our elearning system;
  • Access to high-quality courses written by industry experts;
  • Interactive simulations for many programs;
  • All course materials provided online – no textbooks to buy;
  • Unlimited tutor support;
  • Easy to understand course content;
  • Unlimited enrolment with no expiry;
  • Certificate issued for your CV (hard copy provided);
  • Tax deductible in most cases* See your tax advisor.

Payment Information

Certificate Course


  • Includes unlimited access
  • Full up-front payment only