The Customer Service 101 credential covers the skills and knowledge required when learning the art of delivering superior customer service.

Course Award: Micro-Credential

Course Duration: 6 Hours

Course Complexity: Foundation

Customer Service 101 comprises of 2 micro-credential stacked course of learning, followed by a completion of assessment tasks at the end of each skill level, to test the learner’s knowledge and understanding. 

In Customer Service 101, the learner has demonstrated understanding in:

  • The fundamentals of customer service and its importance.
  • Tools that can be used in measuring customer satisfaction.
  • Identifying customers needs and problem-solving to meet these.


This micro-credential is endorsed by the Australian Federations of Travel Agents (AFTA)


Course curriculum

  • 1

    Introduction

    • Customer Service 101
  • 2

    Lesson 1

    • What Is Customer Service?
  • 3

    Lesson 2

    • Why Is Customer Service So Important?
  • 4

    Lesson 3

    • What is Customer Satisfaction and How Is It Measured?
  • 5

    Lesson 4

    • Understanding the Customer: The 5 Basic Customer Needs
  • 6

    Lesson 5

    • Obstacles in the Way
  • 7

    Lesson 6

    • Customer Expectations
  • 8

    Lesson 7

    • Special Needs Customers
  • 9

    Lesson 8

    • Types of Customers
  • 10

    Lesson 9

    • Coping with Challenging Customers
  • 11

    Lesson 10

    • The Problem-Solving Process
  • 12

    Lesson 11

    • Inclusions
  • 13

    Test your knowledge

    • Instructions before taking the test

    • Test your knowledge

    • Next steps
  • 14

    The boring stuff

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