Outstanding Customer Service NRTColLogo website1

(BSBCUS402 Address customer needs)


Course Description

Who are our clients? What are their needs and expectations of us? This unit covers the establishment, maintenance, and improvement of client relationships to support attainment of key business outcomes. Outstanding customer service starts with knowing our customers and giving them great customer service.

Course Content

This course divides the content into 4 x 2 hour sessions which build upon each other or stand alone.

  1. Identify client needs and expectations
    • Who are our clients?
    • What are their needs and expectation?
    • How do we meet their needs?
  2. Use effective communication to establish rapport
    • The art of asking questions
    • Active listening
    • Non-verbal communication and Body language
    • Positive feedback
  3. Client loyalty strategies
    • What are client loyalty strategies?
    • How do we build trust with our clients?
    • How do we build client care into our everyday activities?
  4. What is the perception of our service / organisation in the community?
    • How can we gain honest feedback and improve our service?
    • Overcoming perception problems


8 hours face-to-face (4 x 2 hr workshops. 4 Stand – alone events or 1 x 8 hour day) supplemented by self-paced learning and on-the job application.

Entry Requirements

There are no entry requirements. Cost includes individual study and support materials. Students must provide writing materials.

Course Award

Upon completion of the self – pace material, the individual will be awarded a Statement of Attainment for BSBCUS402 - Address customer needs.

Career Opportunity

Identifying client needs and building client relationships is a crucial skill whether working in government departments or private enterprise. BSBCUS402 Address Customer Needs is from the Business Training Package, but this unit of competency can be applied to many training package in any workplace that requires working with client perception.


Suite 10 / 58-62 Water Street, Toowoomba, or other suitable venue upon arrangement.

Further Information

Academy of Career Training
PO Box 976, Suite 10 / 58-62 Water Street
Toowoomba, Qld 4350 Australia
Ph: (07) 4659 5062

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