Managing the customer service standards and performance expectations within a business is a critical component of operating a successful business. Understanding the needs of our customers is one thing, but structuring our organisational processes to meet these needs and strive for improvement on our service performance takes considerable planning, monitoring and management.

Course Series: 2 of 3

Course Award: Micro-Credential
Course Duration: 3 Hours
Course Complexity: Intermediate*



In this micro-credential we further our understanding of what it means to effectively manage customer service, and how careful execution of these processes can result in a cohesive team with high service and performance standards.

This micro-credential follows on from and leads on to other short courses within the subject area of Customer Service.

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


Course curriculum

  • 1


    • Manage service delivery

  • 2

    Lesson 1

    • Communicate Policies and Procedures

  • 3

    Lesson 2

    • Monitor Customer Service

  • 4

    Lesson 3

    • Staff Training

  • 5

    Lesson 4

    • Manage Quality and Resolve Disputes

  • 6

    Lesson 5

    • Role Model Quality

  • 7

    Test your knowledge

    • Instructions before taking the test

    • Test your knowledge

    • Next steps

  • 8

    The boring stuff

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