Customer Service Management Skill Set

Course Code SITSS00035
Locations Warrnambool

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Study Mode Part-time, Workplace, Online, Workshops
Length Three or six weeks
Commencement Register now for 2022
Timetable Option one: one, seven-hour workshop per week via virtual classroom for three weeks
Option two: one, three-and-a-half-hour workshop per week via virtual classroom for six weeks
Course Overview
Study from home during COVID-19 restrictions

Whilst we pride ourselves on our hands-on training, we have had to adjust most of our courses for study from home and remote learning during the COVID-19 restrictions. This means courses will be delivered using a range of methods including online learning, virtual classrooms, workbooks and direct contact with your teacher.

Given the government restrictions that are now in place to reduce the spread of coronavirus in Australia, we expect this new model of study will continue until the government makes changes to these restrictions.


Looking to upgrade your customer service management skills?

This course builds strong customer service, leadership, and management skills to support your recovery from COVID-19, as we prepare to welcome visitors back to our regions as restrictions ease.

The course is offered via two delivery options and it incorporates interactive, virtual classrooms with practical tasks to be completed in the workplace, enabling staff to build their skills and provide future career path opportunities.

Now is the perfect time for your staff to upgrade their skills with our FREE* customer service management course and be ready for the industry rebound. 

What will I Learn?

  • customer service skills
  • leadership and management skills

Mode of delivery

This course offers two timetable options:

  • Option one: one, seven-hour workshop per week via virtual classroom* for three weeks
  • Option two: one, three-and-a-half-hour workshop per week via virtual classroom* for six weeks

*Virtual classroom - a live online teaching and learning environment where teachers and students can present course materials, engage and interact with one another, and work in groups together.


Course Requirements
Entrance requirements & pre-requisites

You must currently be employed by a Victorian Visitor Information Centre.

Course requirements

To complete this course, you must successfully complete 3 core units.

Units offered

Core Units

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Unit Code Unit Name Unit Hours Unit Consumables
SITXCCS007 Enhance customer service experiences 40 $0.00
SITXCCS008 Develop and manage quality customer service practices 30 $0.00
SITXCOM005 Manage conflict 20 $0.00

This course involves accredited units.  You will be required to complete assessment tasks to demonstrate your underpinning knowledge, skills and attributes to meet the course outcomes.  A combination of written, oral and practical assessment strategies will be used in either a classroom, online or workplace environment. 

Where units require demonstration of skills in a workplace environment, you will have the opportunity to do this in your own workplace (where appropriate). Detailed information about the types, conduct and dates of assessments will be provided in advance. You will also be provided with information about the opportunity for reassessment and appeal.

After applying

Once you have applied for your chosen course, you will receive a thank you email from South West TAFE with a few steps to help process your enrolment.

Complete a Pre-Training Review
You will receive an email to complete a Pre-Training Review online evaluation. This evaluation helps us tailor your training to suit your needs.

Create or provide a Unique Student Identifier (USI)
A USI is a nationally recognised reference number that provides an online record of your training qualifications gained in Australia.
Create your USI
Already have a USI but can’t remember it? Find your USI

Skills recognition
If you have experience or prior qualifications, you may be eligible to apply for recognition of prior learning and gain credits. You will be asked to provide any relevant Statement of Attainment to support identified credits.


This course is fee free for eligible applicants employed by a Victorian Visitor Information Centre.

Next Steps
How to apply

There are five simple steps to apply for a course with us.

  1. Apply - complete a short online application form. Once this form is submitted we'll send you a thank you email.
  2. Get ready - your thank-you email will contain links to a pre-training review, to a unique student identifier and to government-subsidised training eligibility.
  3. Chat with your teacher - your teacher or course specialist will contact you about your Pre-Training Review outcomes and additional course information.
  4. Enrol - after chatting with your teacher, you will receive an email with your enrolment form and a link to verify your identity.
  5. Sign - once you've completed your enrolment, you will receive a declaration form to review and sign.

If need any assistance with applying, contact our Customer Service team on 1300 648 911 or visit your nearest campus.

Careers and Course Advice

Not sure which course is right for you? South West TAFE will help you find your way.

Our Careers Coaches at the Skills and Jobs Centre is here to support you. Whether you’re exploring career options, transitioning from school to the workforce or looking to study after school we’re here to help you.

Student Support

As a SWTAFE student, you can access a variety of support services that will enhance your study experience and help you complete your studies successfully. For more information about any of these services, visit our student page.