The Certificate of Business (Customer Engagement) is designed to equip you with the essential skills and knowledge to effectively engage with customers, manage their needs, and drive satisfaction. Through a comprehensive curriculum, you will explore the core aspects of relationship management, service delivery, complaint resolution, implementation of service strategies, and organisational customer service management.
In this online customer service and engagement program, you will learn to effectively plan and execute workplace communication strategies, exceed customer expectations while seamlessly managing complaints, and develop and implement customer service strategies tailored to organisational objectives. Additionally, you will gain valuable insights into integrating customer feedback into organisational planning, delivering high-quality products and services, and evaluating customer service initiatives for continuous improvement.
Course Structure
Unit 1 - Build Customer Relationships and Loyalty
- Customer relationships
- Personalised and professional service
- Promoting repeat business
- Recommendations
- Consumer protection legislation
- False representations
- Product safety
- Statutory warranty
- Customer loyalty
- Brand advocates
- Adding value
- Customer benefits with promotions
- Benefits and rewards
- Benefits for retail organisations
- Advertising
- SMS marketing
- Email marketing
- Illegal and unethical practices
- Customer trends
- Informal assessments
- Customer surveys
- Customer complaints
- Clarify information
- Pacify customer
- Identify customer dissatisfaction
- Seek appropriate solutions
- Listening
- Resolve complaints
Unit 2- Deliver and Monitor a Service to Customers
- Identify customer needs
- Identify and clarify customer needs and expectations
- Evaluate customer needs and determine service priorities
- Inform customers about available choices and assist in selection
- Identify limitations and seek assistance as needed
- Deliver a service to customers
- Provide service according to organisational and legislative requirements
- Establish and maintain rapport with customers
- Manage customer complaints as per requirements
- Provide assistance and respond to specific customer needs
- Identify and utilise opportunities to promote and enhance services/products
- Evaluate customer service delivery
- Review customer satisfaction with verifiable evidence
- Seek and respond to customer feedback
- Identify opportunities for enhancing service quality
- Document recommendations for service improvements
- Submit recommendations to relevant personnel
Unit 3 - Process Customer Complaints
- Receive complaints
- Assess complaints according to organisational policy
- Inform relevant stakeholders of complaint receipt
- Document customer complaints as per organisational procedures
- Process complaints
- Identify complaints requiring escalation and escalate accordingly
- Determine additional information needs for non-escalated complaints
- Prepare information for resolving complaints
- Resolve complaints
- Identify implications for customer and organisation
- Analyse options for resolution based on legislation and policies
- Propose resolution options in line with requirements
- Escalate unresolved matters to relevant personnel
Unit 4 - Implement Customer Service Strategies
- Advise on customer service needs
- Identify organisational customer service objectives and customer needs
- Assess and clarify customer requirements
- Identify and diagnose problems with service delivery
- Develop options to improve customer service delivery
- Provide recommendations to promote improvement of customer service delivery
- Support implementation of customer service strategies
- Consult with relevant stakeholders to develop customer service strategies
- Assess customer service strategies and opportunities against objectives
- Identify and allocate available budget resources for service objectives
- Action procedures to resolve customer difficulties and complaints as per requirements
- Evaluate and report on customer service
- Review stakeholder satisfaction with service delivery
- Identify and report changes necessary to meet service objectives
- Prepare conclusions and recommendations for future client service strategies
- Monitor systems, records, and reporting procedures for changes in customer satisfaction
Unit 5 - Manage Organisational Customer Service
- Establish customer requirements
- Consult with customers to identify service needs
- Integrate customer feedback into the organization’s business plan
- Procure resources required for customer service
- Deliver quality products and services
- Deliver products and services as per customer specifications and business plan
- Monitor team performance against quality and delivery standards
- Support colleagues in meeting customer service standards
- Evaluate customer service
- Develop strategies to monitor progress against targets and standards
- Obtain customer feedback on product and service provision
- Adapt delivery in consultation with relevant individuals
- Manage records, reports, and recommendations within organisational systems
Study Hours
Estimated duration 75 hours
Course Delivery and Start
Start anytime, self-paced and 100% online
Assessment
Assessment will be comprised of written exercises, including short-answer questions, reflective tasks, short reports and/or projects. There are no examinations or due dates for assessment. As a result, you can complete training in your own time and at your own pace with the assistance of unlimited tutor support.
Testimonials
About Us
Graduation
A Certificate of Attainment and Statement of Results will be issued upon successful completion of this course.
How to Enrol
Enrol Online: Enrol Now
Enrol via Live Chat (Business Hours)
Enrol via Telephone 1300 76 2221 (Business Hours)
Enrol via Purchase Order/Tax Invoice
Enrolling Multiple Staff?
To enrol multiple staff, please complete the Employer Enrolment Form. We’ll be in touch within 60 minutes during business hours!
Payment Options
Visa, Mastercard, BPAY and EFT/Direct Deposit. Please allow 1-2 Business days for processing for EFT and BPAY.
Course FAQs
Why Choose Australian Online Courses?
- Professional development that is widely recognised and respected;
- Improve your employment opportunities;
- Study online, anywhere via our elearning system;
- High-quality professional development programs written by industry experts;
- All course materials provided online – no textbooks to buy;
- Unlimited tutor support via email;
- We offer twelve (12) months’ access, with extensions available upon application (fees apply);
- Course may be tax deductible; see your tax advisor.
Are there any entry requirements or pre-requisites?
There are no course or subject pre-requisites for entry into our programs. However, our professional development programs are generally intended for people over the age of 18. In some circumstances, enrolments from younger people may be considered. Please complete the AOC Parent Guardian Consent Form prior to enrolling and submit here.
Are there any computer requirements?
To study online with Australian Online Courses you will need a computer (desktop PC/laptop) running a current/updated operating system with reliable high-speed internet access. You will need to use the Google Chrome browser to access your course.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
How is this course delivered?
This course is delivered online via our easy-to-navigate Learning Management System (LMS), where you will discover interactive online learning/written content, resources and assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our LMS and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email only during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.
