BSBSS00119
Customer Service Skill Set 

ABOUT THIS SKILL SET
The BSBSS00119 Customer Service Skill Set is designed to equip individuals with essential customer service competencies that apply across a wide range of industries.

Whether you're entering the workforce or seeking to enhance your existing skills, this nationally recognised skill set provides practical training in communication, conflict resolution, and customer engagement—core capabilities for delivering exceptional service in any professional setting.
WHO IS THIS SKILL SET FOR?
This Skill Set is for those who are thinking of a role in Customer Service.  They could be re-entering the workforce or changing from another industry. This Skill Set is perfect for those who are looking for skills to work alongside other Customer Service staff and is a pathway into the full BSB30120 - Certificate III in Business (Customer Engagement) Qualification.

​Clients include
- parents returning to the workforce 
- those ready for a career change 
- those currently in a customer service role and need existing skills validated
- school leavers who are looking at a career in customer service
WHY CHOOSE SUTHERLAND TRAINING?
Since becoming a Registered Training Organisation (RTO) in 2011, we have worked with hundreds of students wishing to gain skills for life or work. We have seen many of them move in to rewarding and long-term careers in customer engagement which has provided pathways to other roles as well.

We specialise in the field of administration, which includes learning how to deal with customers. Our resources for this skill set are engaging with an easy-to-use learning portal and content approved and continually updated by industry experts.  We make sure that the knowledge you are learning is current and in line with the industry.

Our assessors are TAE qualified with years of industry experience and expertise. Our bespoke Performance Tasks prepare you for real-life situations as though you were already in the job. 

We also provide a suite of FREE additional resources to provide further skills on top of your course.
This extra suite of resources provides that additional edge to prepare you for the workplace and stand out. 

Enter the workforce with confidence and skills!
CAREER OPPORTUNITIES
Individuals who complete this skill set may pursue entry-level or support roles in customer-facing environments, such as:
  • Customer Service Officer
  • Receptionist
  • Sales Assistant
  • Client Services Representative
  • Call Centre Operator
  • Front Desk Attendant
  • Retail Assistant
  • Administrative Support Officer
  • Customer Engagement Assistant
  • Service Desk Support
UNITS OF COMPETENCY
​Packaging rules:
Successful completion of this Skill Set requires the completion of four (4) units of competency which cover essential skills for a customer service role.  

​​Units include:
No.
Unit Code
Unit Description
1
BSBOPS304
Deliver and Monitor a Service to Customers
​2
BSBOPS305
Process Customer Complaints
3
SIRXCEG002​
Assist with Customer Difficulties
4
SIRXPDK001​
Advise on Product and Services
COURSE FEE
The full fee for this skill set $685.00

PAYMENT METHODS
1. Direct Deposit
2. Credit card – all credit cards accepted 
 
If you are not able to pay upfront we can offer you flexible payment plans - extra fees apply.
ENROLMENT
Enrol anytime and take 4 months maximum to complete your course.
DELIVERY MODE
This course is delivered 100% online on our user-friendly Learner portal.
SUPPORT AND WELLBEING SERVICES
Standard 2.6 - Standards for RTOs 2025

Sutherland Training prides itself on the wellbeing and support services that we offer. 

These include:

Internal support and wellbeing services
  1. Assigned assessor for each unit.  Information about each assessor for their course via our “Assessor Profiles” document that is sent to them.  This informs them of all their contact details, availability etc.
  2. The learner can contact their assessor directly by clicking on the “Message Assessor” button on the dashboard of their portal or by sending an email.
  3. Each learner receives a monthly “check-in” email once to see how they are travelling against their Progress Goals and to address any “issues”.
  4. “Care calls” are made on an ad-hoc basis if we feel a student is falling behind or needs extra support.
  5. Zoom calls can be arranged for additional support.
  6. Financial wellbeing – we can offer learners payment plans for fees or advice on budgeting etc if they are not able to make payments.
 
External support and wellbeing services
​
We can provide the learner with links and information for:
  1. Mental Health and counselling services.
  2. Cultural and demographic-specific supports:  
  3. Safety and crisis support
ENTRY REQUIREMENTS
In order to undertake this course, you will need to meet the Language, Literacy, Numeracy and Digital (LLND) requirements.  You will be required to undertake an LLND test.

You will also need access to a computer and a stable internet connection. 

We recommend undertaking this course on a Windows computer and not Apple Mac. 
DURATION
This Skill Set must be completed within 4 months or sooner.  Start anytime and study at your own pace
CERTIFICATION
Sutherland Training is a Registered Training Organisation RTO # 31956.  This qualification leads to the issuance of  ​AQF certification documentation which is nationally recognised.
PATHWAYS
After successful completion of this Skill Set, you will automatically gain credit transfers towards the full qualification  BSB30120 - Certificate III in Business (Customer Engagement)​
REQUEST COURSE INFO.
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TESTIMONIAL
This Skill Set is the perfect starting point for someone who is starting out in the customer service field.
JM 
TESTIMONIAL
A wonderful entry level skills based course supported by highly skilled  assessors. 
Ella W 
TESTIMONIAL
The online enrolment and learning process went smoothly, with learning content easy to follow and work through. Response to queries was efficient and comprehensive allowing me plenty of time to complete learning and assessments.
Toni H