This customer service training online course covers what great service looks like, how to handle complaints and upset customers, and the consumer rights staff must get right. It is for people who serve customers in Australia, and it is online and self-paced.
Who this course is for
- Retail and hospitality staff
- Reception and office front desk staff
- Call centre staff
- Small business owners and their teams
What you'll learn
- Explain what great customer service is, identify internal and external customers, and use service standards
- Identify customers' stated and unstated needs, and adapt service for customers with disability or limited English
- Apply good service practice face to face, on the phone, by email, in chat and on social media
- Handle a complaint using a 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 stay safe and get help if behaviour becomes aggressive
- Explain the main consumer guarantees under the Australian Consumer Law, major and minor problems, and what staff must not say about refunds and rights
- Recover well when service goes wrong, and gather and interpret feedback, including CSAT and NPS, to improve service
Course details
- Format: online and self-paced, with 7 narrated video lessons with captions, interactive activities and practice checks
- Time: about 2 hours, including the activities and the final quiz (allow longer if English is your second language or you replay lessons)
- Assessment: online quiz, marked automatically, 3 attempts, 80% to pass
- Certificate: Certificate of Completion when you pass
- Includes: participant guide PDF to keep
- Price: $99 AUD per person; group bookings available
Frequently asked questions
Is this customer service course accredited? No. It is a non-accredited short course and is not nationally recognised training. You receive an ASTC Certificate of Completion when you pass.
Does this cover customer complaints? Yes. You learn a six-step complaint process and what AS 10002:2022 is.
Does it cover consumer rights and refunds? Yes. It explains the main consumer guarantees under the Australian Consumer Law and what staff must not say about refunds.
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.