Customer Service Skill Set

Course duration: 200.75 hours

Important note: Enrolment will be valid for up to 12 months.

The following units of competency are included in this skill set:

• BSBOPS304 – Deliver and monitor a service to customers
• SIRXPDK001 – Advise on products and services
• SIRXCEG002 – Assist with customer difficulties
• BSBOPS305 – Process customer complaints

Recommended Local Entry Requirements:

• Students are 15 years old
• Have language, literacy and numeracy skills that ensure the ability to work independently with assistance from a support person where required, extract information from simple text, and communicate with trainers via email
• Pass a short Language, Literacy, Numeracy and Digital (LLND) assessment
• Access to up to 3 people to participate in role plays and assessments
• Students must have a Unique Student Identifier (USI)

Resource Requirements:

• Regular access to a computer, tablet or smartphone (note: there may be activities in the course that need to be completed using a desktop computer rather than a tablet or smartphone)
• Basic to intermediate computer or digital device skills, including the ability to make a short video
• An email address and regular access to a reliable internet connection
• Access to Microsoft Office or equivalent
• PDF reader software (e.g., Adobe Acrobat) installed on a computer or the digital device being used to access the course

Additional Requirements:

• The ability and willingness to study online lesson material and complete all assessment requirements for each unit of competency
• The ability to communicate directly with Alffie in English
• The ability to understand and follow detailed instructions in English given verbally or in writing