"Pivotal to all of our training programs is a focus on meeting employer’s expectations,
whether that is the behavioural standards expected or the skills set required to do the job"
"Empowering people, powering business"
Note: if you are an employment consultant enrolling in a funded course on behalf of a client, and you have a provider login, please log in as a provider first.
Before you enrol, please ensure you have read and understood the information in the Training Information Handbook, as you will be required to acknowledge and agree to abide by all policies and procedures within it at the end of this enrolment process.
Customer Service Skills for Success
About this Skills Cluster
The Customer Services Skills for Success short course is designed for people who are seeking to
develop skills and knowledge to successfully communicate with customers through written, oral
and non-verbal form across varied work environments.
Studying the selected skills cluster (4 units) will strengthen skills in:
workplace communications with colleagues, suppliers, customers and supervisors
developing simple written communications
identifying and responding to customer needs
handling customer complaints
improving provision of customer service in a safe and supportive environment.
Completion of the selected units will allow you to pursue further training in a range of business
areas and provide transferrable skills across a range of industries. The units of competency
included in the training are:
BSBXCM301 Engage in workplace communication
BSBWRT311 Write simple documents
BSBOPS304 Deliver and monitor a service to customers
BSBOPS305 Process customer complaints
On successful completion of this course, you may choose to undertake further study and complete
the BSB30120 Certificate III in Business qualification. If you do, you will receive recognition
for the above units.
Course delivery method for this option is entirely online, providing a flexible study opportunity.
You will work with your trainer to progress through the course and support is provided in the form
of telephone and/or email communications.
This course is designed to be completed in 8 weeks, based on a study load of 25 hours per week.
The expiry date for this course will be 12 weeks after course commencement. Duration can be
negotiated to meet individual circumstances.
The total course cost for Customer Service Skills for Success is $480.00
There are no formal entry requirements however participants will require sufficient English
skills to undertake the course / perform the job role
To study this course, you will need:
Access to a computer with MS Word, MS Excel, MS PowerPoint, Adobe Acrobat Reader DC, and an internet connection.
Cookies must be enabled in your browser. Note that we recommend you use Google Chrome as your browser.
An email account.
A Google account. If you have a Gmail address, you will already have a Google account. If not, you can set one up at Create Google Account. Note that you do not need to create a new email address, you can link your Google account to your existing email address regardless of whether it is a Gmail address or not.
A computer webcam, or alternate method to interact with your trainer via web conferencing.
This course has no specific start date. It can be commenced at any time.
There are 4 units in this 8 week course, as outlined in the table below.
Customer Service Skills for Success
Engage in workplace communication
Write simple documents
Deliver and monitor a service to customers
Process customer complaints
On successful completion of this course, you will receive a Statement of Attainment detailing the units you have completed.
These units can be recognised in the BSB30120 Certificate III in Business.