Customer Service

Course Overview
Sometimes customers need a little help when making decisions. Part of your role, as service staff, is to assist customers when they are presented with a tough decision. Whether it is a request to find the best harbour boat tour or the best wine accompaniment with chicken; your customers respect your advice.

Due to the precise demands of customers, there is great potential in the service industry for complaints. Poorly handled customer complaints damage your reputation. Not only do the customers not return, they tell countless others of their bad experience.

Complaints can occur regardless of the effort that you put into your service and the quality of the food and drink you serve. You need to develop a thick skin, and, where possible, turn negative complaints into positive experiences. Getting to know your customers and identifying their needs and preferences will ensure that you provide them with a personalised service to remember.

The key to dealing with complaints is to look at a complaint not as a negative, but as an opportunity to engage a customer and win them over by the way you handle their complaint. There is a formula to follow, and it is contained in this course.

What type of certificate will I receive?

Graduates of our Short Courses will at the conclusion of their program receive a Certificate of Completion. You could use this Certificate to prove to a potential or current employer that you have successfully participated in an online training course, offered by an RTO.

Australian students: If you require a Statement of Attainment certificate for employment in your industry, or for use in a Higher AQF Qualification, you will need to enrol in an ‘accredited’ Nationally Recognised Training unit.

You can study the accredited versions of some our short courses online with us – so please check the course’s information page for more details if this applies to you.

How do I print my Certificate?

To protect the integrity of your Certificate, it will be protected by a unique ID number allocated only to you. This number is recorded against your Profile, and if you choose to upload a Photo of yourself into your Profile, it will protect your certificate from duplication and fraudulent use.

Course Outline

This course has 4 chapters, in which you will learn how to:

• Develop and maintain product service and market knowledge
• Provide a quality service experience to customers
• Deal with complains and difficult customers service situations
• Manage and use information about clients and customers.

You will progress at your own speed, page-by-page through the course listening, reading and watching the training material. Along the way you will be invited to participate in a range of self-tests and interactive, problem-solving activities.

At the end of each chapter, our computer will test your understanding of the content via 20 multiple-choice questions. These 20 questions are distributed evenly across each of the 4 chapters, and you will need to answer each question correctly to move forward to the next chapter of the course.

Why Should I study this Course?

The theories and knowledge contained in this Short Course can be applied generically to all areas of the Retail, Tourism and Hospitality sectors and environments.

If you are involved in, or are preparing to enter the food and beverage, housekeeping, front office, or the Retail services sectors you will find this course extremely useful. It will teach you how to sell, how to increase sales and how to deal with difficult customers.

This course is ideal online training for those:

• Who are unemployed and/or in pre-employment training, looking to enter the Hospitality and Service Industries.
• Who are in pre-vocational training and are looking to embark on a new career in the Tourism and Hospitality sectors.
• Frontline operational personnel who work under close supervision and guidance from others during the normal course of their daily activities
• Who are already working within the Hospitality or Service Industries and wish to improve their skills and/or meet their Professional Development obligations.
• That that are not involved with the Service Industries at all, but just want to know what the secrets are to providing world-class service, and handling customer complaints.