Customer Service Excellence is a practical short course from Australian Salesmasters Training Co (ASTC), delivered on ASTC Online. It's for people who serve customers in retail, hospitality, office front desks, reception, call centres and small businesses.
Customer-facing work is a big part of the Australian economy: in February 2026, about 1.34 million people worked in Retail Trade and about 962,000 in Accommodation and Food Services (Jobs and Skills Australia).
By the end you will be able to:
- explain what great customer service is, identify your internal and external customers, and use service standards to make good service consistent
- identify customers' stated and unstated needs using questions and listening, and adapt your service for customers with disability and customers with limited English
- apply good service practice face to face, on the phone, by email, in chat and on social media, using the right tone and clear response times
- handle a customer complaint using a clear six-step process, explain what AS 10002:2022 is, and record complaints so root causes can be fixed
- use de-escalation and respectful limits with upset customers, and explain how to stay safe and get help when customer behaviour becomes aggressive
- explain the main consumer guarantees under the Australian Consumer Law, the difference between major and minor problems, and what staff must not say about refunds and rights
- recover well when service goes wrong, gather and interpret feedback (including CSAT and NPS) accurately, and use it to improve service
What's included: 7 narrated video lessons with captions, interactive drag-and-drop activities and practice checks, a participant book (PDF) to keep, an online final quiz (marked automatically, 3 attempts, 80% to pass) and a Certificate of Completion.
Time: about 2 hours, including the activities and the final quiz (allow longer if English is your second language or you replay lessons). Study online at your own pace through ASTC Online.
This is a non-accredited short course and is not nationally recognised training. Any legal content is general information current as at November 2026, not legal advice.
Sell with confidence - and within the law.
Sales Fundamentals gives you a practical, honest sales process you can use in retail, phone sales, business-to-business or services. Seven short narrated lessons walk you through each step with real Australian examples, hands-on activities and practice questions.
Who it's for: people new to sales, or anyone who sells as part of their job and wants a clear, ethical method.
By the end you will be able to:
- explain the main types of selling, sales approaches and the language of sales
- identify the Australian laws that apply to selling, including door-to-door and phone sales, cooling-off, spam and privacy
- find and qualify prospects and prepare for a first contact
- open a sales conversation and secure an appointment
- uncover needs and turn features into benefits, using honest claims only
- handle objections and close ethically
- follow up, manage a CRM and pipeline, and set sales goals
What's included: 7 narrated video lessons with captions, interactive drag-and-drop activities and practice checks, a participant guide (PDF) to keep, an online final quiz (marked automatically, 3 attempts, 80% to pass) and a Certificate of Completion.
Time: about 2 hours, including the activities and the final quiz (allow up to 3 hours if English is your second language or you replay lessons). Study online at your own pace through ASTC Online.
This is a non-accredited short course and is not nationally recognised training. Legal content is general information current as at October 2026, not legal advice.