Customer Support Coursework


Customer Support Certification

Course Duration: 12 hours - Requisition: 28 days

Customer support used to mean a face-to-face conversation with a customer, or a phone call. Today, technology has changed how we approach customer support. It now encompasses the inter­net, websites, webchats, and even smart phone apps. The cus­tomer experience begins long before the purchase is made.

With our “Non-Telephone Customer Support” coursework, participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.

Career Pathway 

  • Family Business Owner
  • Telesales
  • Manager/ Supervisor
  • Franchise Owner
  • Small Business Owner


  • 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: 

  • Define customer support
  • Know the different venues for customer support
  • Recognize challenges of customer support
  • Learn different applications
  • Know proper forms of documentation
  • Learning to be proactive in customer support

Course Contents

Workplace Essentials

Module One: Getting Started

Coursework Objectives

Module Two: What Is Customer Service?

Support vs. Service

Who Participates?



Case Study

Module Two: Review Questions

Module Three: Challenges

Customer Challenges


Ticket Backlogs

End Relationship with Customer

Case Study

Module Three: Review Questions

Module Four: Email 

Formal Yet Conversational Style

Scripted Yet Authentic

Explain Information Carefully


Case Study

Module Four: Review Questions

Module Five: SMS

Convenience of Texting

Apps and Software Available

Information to Communicate

Professional Communication Through Text

Case Study

Module Five: Review Questions

Module Six: Webchat


Apps and Software Available

Real Time Support


Case Study

Module Six: Review Questions

Module Seven: Multi-Channel Apps

Different Multi-Channel Apps



Making a Decision

Case Study

Module Seven: Review Questions

Module Eight: Support Ticket Apps

Different Support Ticket Apps



Making a Decision

Case Study

Module Eight: Review Questions

Module Nine: Documentation

What to Document

Using Tools

Prepare Documentation


Case Study

Module Nine: Review Questions

Module Ten: Feedback





Case Study

Module Ten: Review Questions

Module Eleven: Be Proactive

Research Analytics

Discover Opportunities

Prevent Problems

Provide Support Before People Know They Need It

Case Study

Module Eleven: Review Questions

Module Twelve: Wrapping Up

Words from the Wise

Course curriculum

  • 1
    MODULE 01
    • Customer Support Getting Started
  • 2
    MODULE 02
    • Customer Support What Is Customer Service?
    • Customer Support Case Study Module 02
    • Customer Support Module 02 Quiz
  • 3
    MODULE 03
    • Customer Support Challenges
    • Customer Support Case Study Module 03
    • Customer Support Module 03 Quiz
  • 4
    MODULE 04
    • Customer Support Email
    • Customer Support Case Study Module 04
    • Customer Support Module 04 Quiz
  • 5
    MODULE 05
    • Customer Support SMS
    • Customer Support Case Study Module 05
    • Customer Support Module 05 Quiz
  • 6
    MODULE 06
    • Customer Support Webchat
    • Customer Support Case Study Module 06
    • Customer Support Module 06 Quiz
  • 7
    MODULE 07
    • Customer Support Multi-Channel Apps
    • Customer Support Case Study Module 07
  • 8
    MODULE 08
    • Customer Support Support Ticket Apps
    • Customer Support Case Study Module 08
  • 9
    MODULE 09
    • Customer Support Documentation
    • Customer Support Case Study Module 09
  • 10
    MODULE 10
    • Customer Support Feedback
    • Customer Support Case Study 10
  • 11
    MODULE 11
    • Customer Support Be Proactive
    • Customer Support Case Study Module 11
  • 12
    Module 12
    • Customer Support Wrapping it Up
  • 13
    Rate Customer Support Course
    • Rate Customer Support 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.