Providing consistent and quality customer service is one of the core aspects that can spell a business’ success or doom. At the end of the day, if our customers are not happy, they won’t buy our products, they won’t visit our stores, they won’t eat in our restaurants. Mastering customer service can turn a one-time customer into a lifelong customer, help spread the word of your brand and bring incredible success to your business.

Course Series: 1 of 3

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


In this micro-credential we start the journey of unlocking what our customers need and expect from us, and how the underpinning practices of our organisation play a significant role in how well we service our customers.

This micro-credential 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


    • Quality customer service

  • 2

    Lesson 1

    • Research Customer Needs & Expectations

  • 3

    Lesson 2

    • Feedback on Products and Services

  • 4

    Lesson 3

    • Review and Plan Changes

  • 5

    Lesson 4

    • Staff Participation in Development

  • 6

    Lesson 5

    • Develop and Utilise Policies and Procedures

  • 7

    Test your knowledge

    • Instructions before taking the test

    • Test your knowledge

    • Next steps

  • 8

    The boring stuff

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