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Customer Service Skill Set

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Get ready to delight customers

Gain the skills to create good relationships with customers, provide quality service and help a business to improve customer service levels.

You will learn to identify the unique, shared and cultural needs of customers; to communicate effectively with all customers; to process complaints according to business policies, and when to escalate to achieve customer satisfaction. 

This introductory course is an ideal start to a customer service career and includes learning infection control procedures, which will assist in managing front of house and reception office spaces.

Gain these skills:

  • Provide service to customers by using a range of verbal and non-verbal communication types and active listening
  • Presenting a professional image and acting according to organisational policy
  • Identifying customer needs and choosing the best way to handle their request
  • Problem solving conflict and complaint resolution
  • Identifying opportunities to improve customer service standards  
  • Show social and cultural sensitivity and adjust customer service response to assist people of different backgrounds 
  • Use infection control procedures to ensure the safety of customers  

Tuition and resource fees

Eligible students study this course absolutely free. If you are not eligible you can expect to pay $246.50.

Course dates:

Fremantle    

  • To be confirmed

Mandurah    

  • 17 November

Help using our online application

You will need to have the evidence requirements(opens in a new tab)  and relevant documents ready to upload with your application. When ready to apply, use our guide to self service application using Student Portal.

Student Portal application guide (2 MB) (PDF document - opens in a new tab)    

Skill-sets

This skill set is part of the Skills Ready program. Other skill sets can be found on our courses page, using the Refine course results>Study mode filters.

Attendance in class

This course is equivalent to 2 days per week across two weeks.

At-home study

As well as the in-class component, you will need to complete study each week outside of class hours, including private study, assignment preparation, and research.

You will need to have the basic technical requirements for at-home study. If you don’t have access to a computer and WiFi at home, we recommend using our library computers during library hours.

Work placement

There is no work placement requirement for this course.

What you need for your first day of class

On your first day you should bring your SM TAFE confirmation enrolment receipt, your student ID and stationery (pen, pencil, exercise book and USB). Students are welcome to bring in their own laptop or tablet.

Job ready skill sets are 100% free for the following eligible students:

  • People aged 15—24 years at the time of enrolment (excluding school students)
  • Secondary school-aged people who are not enrolled at school
  • People receiving the JobSeeker or JobKeeper payment
  • People and dependents of people receiving the Youth Allowance, AUSTUDY or ABSTUDY
  • People and dependents of people holding:
    -  pensioner concession card or Health Care Card; or
    - a Repatriation Health Benefits Card issued by the Department of Veterans' Affairs
  • Dependents of people who are inmates of a custodial institution

Study options and next steps

Click on your preferred study mode below to get started with your application.

Semester 1

Details
When Semester 1
Where Fremantle
How On Campus
Course fee
Tuition fee* Resource fee Total fee
General $121.50 $96.50 $218.00
Concession $36.00 $96.50 $132.50

Indicative fees and charges 

Visit our Fees page for all you need to know about fees at SM TAFE including rules around refunds and withdrawals. 

Call 1800 001 001 to get a more accurate fee indication based on your eligibility and study plan before applying. 

More information about fees – at a glance 

Fees and charges published on our website are indicative. The fee for this course is displayed in the table above, showing tuition fees, resource fees and total fees for general and concession fee types for qualifications and skill sets, and one total fee for short courses. 

Your fees will depend on your eligibility for government funding or a concession rate, and the units you choose to study or seek to be recognised under Recognition of Prior Learning (RPL). Our Indicative fees lists show fees that are: 

  • Based on the full possible study plan of units, including the recommended electives 

  • Based on full time study in 2021 for Semester 2 study options

  • Based on full time study in 2022 for Semester 1 study options

  • Charged at the government funded rate for over 18 years of age students 

  • Based on unit electives designed to meet localised industry demand for skills 

  • * Made up of course fees and resource fees, or RPL fees. Course fees are the cost of your tuition, while resource fees pay for consumables provided to you to aid your study (such as printing and paper). You may also be required to purchase text books or equipment that are not part of our tuition or resource fees. Short course fees include both tuition and resource fees as one total fee. 

Fees may vary between students and between educational providers. Other charges may apply. 

Lower Fees, Local Skills fee caps 

The annual fees cap on Lower fees, local skills qualifications means that regardless of how much course fees are, you will not pay more than a set total amount per qualification or course in any one calendar year. The annual fees cap is set at $400 for eligible concession students, and $1,200 for non-concession students, plus resource fees. If you begin study in Semester 2 and your course runs longer than one semester, you should expect a new calendar year cap to begin in the next semester of your study, as your further study will be considered in a new calendar year. 

Skills Ready skill sets 

Skills Ready skill sets are free for eligible students. For those who are not eligible, tuition, resource and other fees are payable.  Find out more about the initiative

VET Student Loans 

Selected Diploma and Advanced Diploma courses are VET Student Loan eligible courses. A VET Student Loan creates a debt that must be repaid to the Commonwealth and is only available to students who are eligible. Student Loan fee caps apply. To find out if you are eligible, to see the list of eligible courses or view the loan caps visit our Student Loans page.  

International students 

Selected courses are available to International students for full time study only. Fees, charges, available locations, applications and enrolment procedures for International students are different to those for students who have Australian permanent residency. For more information or to find a course visit the TAFE International WA website. 

Recognition of Prior Learning 

Recognition of Prior Learning (RPL) enrolments are charged at $3.25 per nominal hour of study. 

No concession fees apply to RPL enrolments. Refer to the institutional or apprenticeship/traineeship fee list above for an indicative RPL course fee. 

To get started with RPL, visit the Recognition of Prior Learning page. 

College Discretionary Fee (CDF) 

For all on campus and online and on campus students an annual $20 discretionary fee is payable to cover items like security and other onsite facilities. Fully online students are not expected to pay a CDF as they do not attract on campus costs.

Details
When Semester 1
Where Mandurah
How On Campus
Course fee
Tuition fee* Resource fee Total fee
General $121.50 $96.50 $218.00
Concession $36.00 $96.50 $132.50

Indicative fees and charges 

Visit our Fees page for all you need to know about fees at SM TAFE including rules around refunds and withdrawals. 

Call 1800 001 001 to get a more accurate fee indication based on your eligibility and study plan before applying. 

More information about fees – at a glance 

Fees and charges published on our website are indicative. The fee for this course is displayed in the table above, showing tuition fees, resource fees and total fees for general and concession fee types for qualifications and skill sets, and one total fee for short courses. 

Your fees will depend on your eligibility for government funding or a concession rate, and the units you choose to study or seek to be recognised under Recognition of Prior Learning (RPL). Our Indicative fees lists show fees that are: 

  • Based on the full possible study plan of units, including the recommended electives 

  • Based on full time study in 2021 for Semester 2 study options

  • Based on full time study in 2022 for Semester 1 study options

  • Charged at the government funded rate for over 18 years of age students 

  • Based on unit electives designed to meet localised industry demand for skills 

  • * Made up of course fees and resource fees, or RPL fees. Course fees are the cost of your tuition, while resource fees pay for consumables provided to you to aid your study (such as printing and paper). You may also be required to purchase text books or equipment that are not part of our tuition or resource fees. Short course fees include both tuition and resource fees as one total fee. 

Fees may vary between students and between educational providers. Other charges may apply. 

Lower Fees, Local Skills fee caps 

The annual fees cap on Lower fees, local skills qualifications means that regardless of how much course fees are, you will not pay more than a set total amount per qualification or course in any one calendar year. The annual fees cap is set at $400 for eligible concession students, and $1,200 for non-concession students, plus resource fees. If you begin study in Semester 2 and your course runs longer than one semester, you should expect a new calendar year cap to begin in the next semester of your study, as your further study will be considered in a new calendar year. 

Skills Ready skill sets 

Skills Ready skill sets are free for eligible students. For those who are not eligible, tuition, resource and other fees are payable.  Find out more about the initiative

VET Student Loans 

Selected Diploma and Advanced Diploma courses are VET Student Loan eligible courses. A VET Student Loan creates a debt that must be repaid to the Commonwealth and is only available to students who are eligible. Student Loan fee caps apply. To find out if you are eligible, to see the list of eligible courses or view the loan caps visit our Student Loans page.  

International students 

Selected courses are available to International students for full time study only. Fees, charges, available locations, applications and enrolment procedures for International students are different to those for students who have Australian permanent residency. For more information or to find a course visit the TAFE International WA website. 

Recognition of Prior Learning 

Recognition of Prior Learning (RPL) enrolments are charged at $3.25 per nominal hour of study. 

No concession fees apply to RPL enrolments. Refer to the institutional or apprenticeship/traineeship fee list above for an indicative RPL course fee. 

To get started with RPL, visit the Recognition of Prior Learning page. 

College Discretionary Fee (CDF) 

For all on campus and online and on campus students an annual $20 discretionary fee is payable to cover items like security and other onsite facilities. Fully online students are not expected to pay a CDF as they do not attract on campus costs.

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