The Consumer law and customer feedback credential covers the skills and knowledge that assist you in understanding the reasons customers may be difficulties as well as strategies that you can implement into your day to adjust and deal with difficult customers to achieve a positive outcome.

The Consumer law and customer feedback comprises of 2 micro-credential stacked courses of learning, followed by a completion of assessment tasks at the end of each skill level, to test the learner’s knowledge and understanding.

Course Series: 2 of 2

Course Award: Micro-Credential 

Course Duration: 2 Hours Course 

Complexity: Intermediate

It comprises 4 lessons of learning, followed by a completion quiz to test your knowledge and understanding.  By the end of this course, you will demonstrate understanding in:

  • The fundamentals of Australian Consumer Law (ACL) and applicable consumer guarantees
  • The commercial costs that are associated in the processing of refunds and exchanges.
  • Practices that can be implemented to deal with difficult customers.
  • How to receive and provide constructive feedback based on customer services experiences delivered.

Course curriculum

  • 1


    • Consumer law and customer feedback

  • 2

    Lesson 1

    • Australian Consumer Law (ACL) and consumer guarantees

  • 3

    Lesson 2

    • Commercial costs of processing refunds and exchanges

  • 4

    Lesson 3

    • Warning signs and strategies for difficult customers, threats or abuse

  • 5

    Lesson 4

    • Value of customer feedback and opportunities for improvement

  • 6

    Test your knowledge

    • Instructions before taking the test

    • Next steps

  • 7

    The boring stuff

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