Caring for Customers
(BSBCUS401A & BSBCUS402A)

Customers can't hold service in their hands and it has no shelf life. It is only as good as each customer perceives it to be right now. When a customer thinks you’ve done a bad job, you can’t take it back – you can only try to make up for it. Customer service may be fleeting and insubstantial, but it can make or break an organisation.

Today’s customers are more demanding than ever before. They’re better informed and more knowledgeable. In fact, Australia is moving from a supply-led service economy to a demand-led service economy. Customers have a choice and they know it; and when they don’t get what they want, they are prepared to exercise their choice – with their feet. Customer service is no longer a 'nice add-on' – it is mandatory.

Organisations are vulnerable in another way; although they set the standards, they depend on each employee and each contractor, every day, to meet them. Every day, in every organisation, there are tens of thousands of individual points at which customer service can break down.

What will I achieve from this course? This course explains how to find out what your customers want and how to provide it in a way that delights them, so they keep coming back – even when there are occasional hiccups. You will:

Be able to say precisely who your customers are, what determines what you offer them and why providing what they want pays off
Be able to identify what your customers want from you and provide it
Know how to manage your relationships with your customers effectively
Know how to resolve customer difficulties and complaints in a way that maintains and even improves your relationship with the customer.

Who Should Attend

This course is ideal for anyone who deals with customers as part of their job.

Course Requirements

Sufficient language, literacy and numeracy skills to complete the course.
Basic computing literacy.

Qualification Obtained

All participants receive a Certificate of Participation.

Completion of this course leads to achievement of the following Units of Competencies:
BSBCUS401A Coordinate implementation of customer service strategies &
BSBCUS402A Address customer needs

This course is in partial completion of the nationally recognised qualification: