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Sales & Customer Service Skills

Improve your confidence in customer service and receive nationally accredited recognition whilst doing so. Gain the skills and knowledge you need to respond professionally to customer and client needs. Learn the importance of proficient communication and manage the effectiveness of your service to customers.

This course will teach you the skills and knowledge required to handle formal and informal negative feedback and complaints from customers. It applies to individuals who apply a broad range of competencies and may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.

Students will also accomplish performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. You will learn to exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.

What will you Learn

  • Respond to complaints
  • Refer complaints
  • Exercise judgement to resolve customer service issues
  • Identify customer needs
  • Deliver a service to customers
  • Monitor and report on service delivery

Virtual Classroom

This course will be delivered using virtual classroom via Zoom. Zoom is easy to use video conferencing software with a simple set up. You will be able to see your trainer and classmates and interact as though you were in the same room, all from the comfort of your own home!

This is what you need to join a Zoom classroom:

  • Understanding the basics of using Zoom – see our free Zoom tutorial by clicking here.
  • Access to a computer, iPad/tablet or smartphone; and
  • A webcam* so that you can be seen by the trainer; and
  • A microphone* so that you can participate in the class and be heard by the trainer; and
  • A good Internet connection.

*If you have a laptop computer a webcam and microphone is usually built into the top of the screen frame. Smartphones and iPad/tablets also contain cameras and microphones.

Once you have watched our free tutorial and experimented with Zoom, if you still have questions, we are offering free Q & A Zoom sessions with one of our experienced trainers. See our Zoom page for available dates by clicking here.

National Recognition

Recognition of Prior Learning (RPL) - is a means of measuring skills acquired through work or life experiences or through qualifications obtained from formal studies or training. Any student who believes they may be eligible for RPL must apply for this at least two weeks prior to the course commencing. If you apply after the course commences it may not be accepted.

Unique Student Identifier (USI)

From 1 January 2015 it is a requirement of the Federal Government that all students undertaking nationally recognised training will need to obtain a Unique Student Identifier (USI). This involves an easy online application. See USI Fact Sheet for information on how to apply for a USI go to the Unique Student Identifier (USI) Website for additional information.

Please ensure when completing your enrolment information, that the details relating to your name are identical to those on the identification evidence used (eg passport or driver’s licence) when creating your USI eg no abbreviations or nicknames should be used.

Once created, it is important that you keep a record of your USI and access to your accredited training records in a safe place. You will need this information for any future enrolments into accredited training in Australia.

Funding

This course may be fully funded under the NSW Government’s Community Service Obligation funding in 2020. See ACE Community Service Obligation Funding page for details or contact Susan Wilkinson on 9970 1000 or email vet@nbcc.nsw.edu.au to check eligibility or for further information.

Assessments are made against units of competency.
  • Deliver and monitor a service to customers (BSBCUS301)
  • Process customer complaints (BSBCMM301)

This course has no current classes. Please the waiting list.

Contact us

Narrabeen Annex: 1525 Pittwater Road,
North Narrabeen NSW 2101
Office Hours: 8.30am to 4.30pm, Mon to Fri

Brookvale Campus: Level 1, 14 William St, Brookvale NSW 2100
Office Hours: 8.30am to 4.30pm, Mon to Thur

Post: NBCC Reply Paid 1966, Dee Why NSW 2099

Phone: 02 9970 1000

Registered Training Organisation Code 90113