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Statement of Attainment in Business Administration - Customer Service

Course Outline

Good customer service typically means providing timely, attentive, upbeat service to a customer, and making sure their needs are met in a manner that reflects positively on the company or business.

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 you will 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

What you need to know about this course

  • The course is delivered using a blended learning model which includes classroom sessions via Zoom and weekly flexible directed self study hours.
  • Students will need to allow some additional hours between sessions for directed self study and/or the completion of learning and assessment tasks.
  • The course is delivered by our qualified and industry experienced trainer/assessor.
  • Two units of competency are delivered during this course.

Are there Assessments?

  • Competency based assessment of each unit of competency in the course will be conducted through a mix of assessment methods which may include short answer questions, case studies and theory tasks.
  • You will receive clear assessment instructions and an opportunity will be provided for resubmission of assessments if required.

Pathway to Further Training

These units may be included in a range of qualifications from the Business Services Training Package. If enrolling in one of those qualifications in the future, you will receive credit transfer for the units completed in this course.

Funding

If you have been impacted by the COVID-19 lockdown OR meet other ACE Funding eligibility criteria, this course may be fully funded under the NSW Government’s Adult & Community Education funding. See ACE Community Service Obligation Funding page for details or contact Susan Wilkinson on 9970 1000 or email vet@nbmc.nsw.edu.au to check eligibility or for further information.

Virtual Classroom using 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 or iPad/tablet; 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. iPad/tablets also contain cameras and microphones.

Once you have watched our free tutorial and experimented with Zoom, if you still have questions, please contact the College on 9970 1000 and one of our experienced team will assist you.

College Trainers

All NBMC Trainers/Assessors are current industry professionals with the required qualifications to deliver and assess this course. Trainers draw upon and share their own experiences in the industry to ensure that the training delivered to you is current and relevant. For information about individual trainers, please click on the trainer name in the class details below for the trainer’s bio.

Student Support

Please advise our Training Coordinator if you require additional support in your learning.

Why study at Northern Beaches & Mosman College?

Enjoy smaller class sizes, a personalised relationship with your trainer, face-to face teaching sessions and qualifications that include real life work experience, when you choose to study at the three-campus Northern Beaches & Mosman College. (NBMC)

With classes available across the Northern Beaches and Lower North Shore in Narrabeen, Brookvale and Mosman, the College offers increasing numbers of accredited and vocational qualifications. Students include those looking to upskill, to change career direction and school leavers keen to step onto a career pathway. Courses on offer can lead directly to employment and/or go towards future learning opportunities.

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 (eg passport or driver’s licence) used 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. Please contact the College on 9970 1000 if you require assistance.

To Enrol or for Further Information

Enrolment can be made online. Contact Susan Wilkinson on 9970 1000 or email vet@nbmc.nsw.edu.au for further information.

Assessments are made against units of competency.
  • Deliver and monitor a service to customers (BSBCUS301)
  • Process customer complaints (BSBCMM301)
$299 Limited GST free / $269.10
Statement of Attainment in Business Administration - Customer Service

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This course runs over three Thursdays from 9.30am to 2.30pm beginning Thurs 21 October. Course will be delivered via Zoom.

If you have been impacted by the COVID-19 lockdown and wish to apply for a funded position in this course, please email Susan Wilkinson at vet@nbmc.nsw.edu.au or phone her on 9970 1000.

If there isn't a class to suit you, 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