This is an introductory course for those working in any customer-facing or customer service role in the Kimberley region.  

This course is aligned to the learning objectives of nationally recognised units of competency in this topic, however, is not an accredited course and does not have accredited outcomes.

However the program is industry recognised in the Kimberley region and all course participants will be issued a certificate of attendance once completed.  


Are you on the frontline?

Build your confidence and deliver the best customer service with less stress.

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Course curriculum

  • 1

    Introduction to the course

    • Welcome To The Kimberley Way Course

    • Discussion: Introduce Yourself

    • DOWNLOAD: Kimberley Way Printable Learner Slides
  • 2

    Module 1: What is Customer Service?

    • Who Are Customers And Why Is Serving Them So Important?

    • What is Good Customer Service?

    • What Is Poor Customer Service?

    • What Are Basic Customer Service Skills?

    • What Are Customer Service Touch Points?

    • What Is Customer Service Excellence?

    • The Basic Human Needs Of A Customer

    • What is Customer Service Quiz

      FREE PREVIEW
  • 3

    Module 2: Communication Skills & Rapport Building for Customer Service Excellence

    • Communication Skills In Customer Service - Introduction

    • Making A Good First Impression

    • Positive Body Language Skills And Body Language To Avoid In Customer Service

    • Listening And Questioning Techniques For Enhancing Customer Relations

    • Telephone Techniques

    • Written And Email Communication

    • Social Media

    • Communicate With Customers And Colleagues From Diverse Backgrounds

    • Communication Skills in Customer Service Quiz

      FREE PREVIEW
  • 4

    Module 3: Meeting Organisational And Industry Service Standards

  • 5

    Module 4: Dealing with Difficult Customers & Responding to Complaints

  • 6

    Module 5: Improving Customer Service

  • 7

    Course Conclusion & Additional Resources

    • Contact RDA/KSBS

    • Further Customer Service Training Options

In the Kimberley Way - Assured Quality Service course, you will learn:

  • The difference between poor customer service and customer service excellence

  • The essential customer skills every staff member needs

  • The basic customer needs

  • Communication skills for excellent customer service

  • How to make a good first impression to your customers

  • Positive body language skills in customer service

  • Listening and questioning techniques for enhancing customer relations

  • Effective telephone techniques, written and email communication for quality customer service

  • Tips for using social media as part of the customer experience

  • How to communicate with customers and colleagues from diverse backgrounds

  • How to meet organisational and industry service standards

  • How to deal with difficult customers & respond effectively to customer complaints

What Do Students Need to Know or Do Before Starting This Course?

No occupational licensing, certification or specific legislative requirements apply to this course at the time of publication

You will need access to a computer with an internet connection and speakers and/or headphones to complete this course.  (*If you do not have reliable internet connection please contact RDA Kimberley and a downloaded version can be arranged to be sent to you on a USB)

There are no formal assessments as part of this course, but activities are encouraged to be followed in the training.

This course is delivered at the equivalent of an AQF level 1-2, which is basic, entry-level training. You will be required to be able to read and understand English at a basic level. 

Who Should Take This Course?

This course applies to people who are already in, or who are planning to go into frontline customer service - or those who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision.


This includes individuals working in a range of tourism, travel, hospitality and events contexts.

Kimberley Way is a joint venture between Kimberley Small Business Support and RDA Kimberley.

Are you on the frontline?

Build your confidence and deliver the best customer service with less stress.

Register now for FREE!