Customer Service Coursework


Customer Service Certificate

Course Duration: 12 hours - Requisition: 28 days

Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employ­ees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.

The Customer Service coursework will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

Career Pathway 

  • Family Business Owner
  • Small Business Owner
  • Store Supervisor
  • Office Manager
  • Manufacturer Executive


  • Case Study
  • Multiple choice questions quiz


  • Gain quality workplace skills and experience to help launch your career.
  • Develop work-related skills and experiences that are recognized by employers. 
  • Develop independence and confidence in an adult learning environment. 
  • Gain an insight into various industry areas to help you decide on a career pathway. 
  • Potentially gain recognition for prior learning for your previous study or work.
  • High-quality course written by industry experts with easy to understand course content
  • Course materials provided online with unlimited tutor support – no textbooks to buy
  • Gain an Australian Certificate upon your successful completion of coursework (Certificate hard copy will be posted to you)
  • Course may be tax deductible - see your tax advisor

Coursework Objectives:

  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools 
  • Deal with difficult customers

Course Contents

Workplace Essentials

Module One: Getting Started

Coursework Objectives

Module Two: Who We Are and What We Do

Who Are Customers?

What Is Customer Service?

Who Are Customer Service Providers?

Case Study

Module Two: Review Questions

Module Three: Establishing Your Attitude

Appearance Counts!

The Power of a Smile

Staying Energized

Staying Positive

Case Study

Module Three: Review Questions

Module Four: Identifying and Addressing Customer Needs

Understanding the Customer’s Situation

Staying Outside the Box

Meeting Basic Needs

Going the Extra Mile

Case Study

Module Four: Review Questions

Module Five: Generating Return Business

Following Up

Addressing Complaints

Turning Difficult Customers Around

Case Study

Module Five: Review Questions

Module Six: In-Person Customer Service

Dealing with At-Your-Desk Requests

The Advantages and Disadvantages of In-Person Customer Service

Using Body Language to Your Advantage

Case Study

Module Six: Review Questions

Module Seven: Giving Customer Service over the Phone

The Advantages and Disadvantages of Telephone Communication

Telephone Etiquette

Tips and Tricks

Case Study

Module Seven: Review Questions

Module Eight: Providing Electronic Customer Service

The Advantages and Disadvantages of Electronic Communication

Understanding Netiquette

Tips and Tricks

Eliminate Electronic Ping Pong

Case Study

Module Eight: Review Questions

Module Nine: Recovering Difficult Customers

De-Escalating Anger

Establishing Common Ground

Setting Your Limits

Managing Your Own Emotions

Case Study

Module Nine: Review Questions

Module Ten: Understanding When to Escalate

Dealing with Vulgarity

Coping with Insults

Dealing with Legal and Physical Threats

Case Study

Module Ten: Review Questions

Module Eleven: Ten Things You Can Do to WOW Customers Every Time

Ten Tips

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Words from the Wise

Course curriculum

  • 1
    MODULE 01
    • Customer Service Getting Started
  • 2
    MODULE 02
    • Customer Service Who We Are and What We Do
    • Customer Service Case Study Module 02
    • Customer Service Module 02 Quiz
  • 3
    MODULE 03
    • Customer Service Establishing Your Attitude
    • Customer Service Case Study Module 03
    • Customer Service Module 03 Quiz
  • 4
    MODULE 04
    • Customer Service Identifying and Addressing Customer Needs
    • Customer Service Case Study Module 04
    • Module 04 Quiz
  • 5
    MODULE 05
    • Customer Service Generating Return Business
    • Customer Service Case Study Module 05
    • Module 05 Quiz
  • 6
    MODULE 06
    • Customer Service In-Person Customer Service
    • Customer Service Case Study Module 06
    • Module 06 Quiz
  • 7
    MODULE 07
    • Customer Service Giving Customer Service over the Phone
    • Customer Service Case Study Module 07
    • Module 07 Quiz
  • 8
    MODULE 08
    • Customer Service Providing Electronic Customer Service
    • Customer Service Case Study Module 08
  • 9
    MODULE 09
    • Customer Service Recovering Difficult Customers
    • Customer Service Case Study Module 09
    • Module 09 Quiz
  • 10
    MODULE 10
    • Customer Service Understanding When to Escalate
    • Customer Service Case Study Module 10
    • Module 10 Quiz
  • 11
    MODULE 11
    • Customer Service Ten Things You Can Do to WOW Customers Every Time
    • Customer Service Case Study Module 11
    • Module 11 Quiz
  • 12
    Module 12
    • Customer Service Wrapping Up
  • 13
    Rate Customer Service Course
    • Rate Customer Service Course

Our courses can be used to turn your career towards a new direction

Those who have completed courses in fields unrelated to their careers show an open and interested mind, an enthusiastic attitude and a lust for life.

Do You Have Any Questions?

We are happy to assist you in any course or bundle enquiries that you may have.