CBR Service Champions Course Outline

The CBR Service Champions Course is an online course that comprises of five modules. Below is an outline of the topics of each module. Note these modules have been aligned to two nationally accredited units of competencies. For more information on how you can further your studies and use this course as evidence to accredited units and courses please visit our Further Study page.

 MODULE

KEY TOPICS

Module 1: A Tourist in Your Own City

  • Value of tourism to Australia
  • Tourism in the ACT
  • Motivators and target markets
  • Travellers decision making lifecycle
  • Multichannel approach to customer service

Module 2: Customer Service Essentials

  • Why customer service counts
  • Great first impressions
  • Connecting with customers

 

 

Module 3: Communicating with Customers

  • Communicating with customers
  • The art of conversation
  • Keep it conversational
  • Modes of communication
  • Identifying customer expectations

Module 4: Delivering Great Service

  • Become a Service Champion
  • Make customers feel welcome
  • Identify customer needs
  • Keep customers coming back
  • Go the extra mile for customers
  • Invite your customers back

Module 5: Sustainable Customer Service

  • Responding to complaints
  • Why complaints are great
  • Recognise customer dissatisfaction
  • Work with customers to resolve problems
  • Embrace feedback
  • Coaching Service Champions