Customer Service Essentials

Units of Competency

BSBOPS304 Deliver and monitor a service to customers
BSBOPS305 Process customer complaints

This Nationally Accredited set of skills describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.


This training applies to individuals who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over short or long term interactions.

This course will develop a range of skills that may be required
for roles in the following areas:

  • Customer Service Officer
  • Sales Support
  • Front Desk Receptionist
  • Small Business Owner
  • Administrative Assistant




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