Great customer service is at the core of a successful business whether it is small or a large enterprise. This course will provide the skills required to make your clients feel welcome, manage the telephone while working in a reception role, create relationships with customers and address their needs, and make your contribution to an effective team. You will also learn how to handle customer complaints in a professional manner. On completion of all assessments, participants will be awarded with a Statement of Attainment for the following units from Certificate III in Business BSB30115.
- BSBCUS301 Deliver and monitor a service to customers
- BSBCMM301 Process customer complaints
- BSBFLM312 Contribute to team effectiveness
- BSBWOR301 Organise personal work priorities and development
- BSBINM301 Organise workplace information
- BSBWHS302 Apply knowledge of WHS legislation in the workplace
What are the essential qualities of a receptionist or customer service officer?
- Telephone manner
- The Sound of Your Voice
- Presentation skills
- Prompt service
- Creating relationships with customers
- Identify the Needs of your Customers, Guests or Clients
- Addressing customer needs
- How positive is your attitude?
- Communicating Your Best Image
- Body Language Checklist/Activity
- Human Needs
- Anticipate the Needs of Your Customers, Clients or Guests
- Monitoring and reporting on service delivery
- Skillful Listening
- Customer Feedback
- Saying the Right Thing
- Relating to Customer, Clients or Guests
- What can you do to Make Sure Customers Come Back
- Making Sure Customers Return
- Handling Complaints
- Common Complaints
- Satisfying Difficult Customers
- Taking that One Extra Service Step
- Exercising judgement to resolve customer service issues
Learning Strategies
Face to face classroom study led by a qualified and industry experienced trainer. Learning strategies include role play, demonstrations, lectures and classroom activities.
Assessment strategies
Assessments will be conducted in both summative and formative manner to ensure the candidate can perform in accordance with the standard detailed in the Business Services Training Package (BSB). Assessment strategies include Role Play, case study analysis and Observations. You may be eligible for RPL if you can demonstrate current skills and experience relevant to the units listed above. Please talk to the trainer for more information.
Final Outcome
On successful completion of all required assessments, a Statement of Attainment from Certificate III in Business BSB30115 will be issued.
Should you require further information, please contact our enrolment officer on 02 96872072 or email at info@parramattacollege.com.au.
