Customer Service Essentials
The skills every retail, café and hospitality job needs — serving customers, handling money, busy shifts, complaints and food safety basics.
Be the person every manager wants on shift
Most first jobs involve customers — in shops, cafés, fast food, supermarkets, cinemas and more. Managers can teach you their systems, but they love hiring people who already understand great service. This course gives you that head start.
What you'll learn
- What customers really want — and how to make a great first impression
- How to find out what someone needs, recommend products and suggest extras without being pushy
- Handling cash, EFTPOS and refunds accurately — and spotting common scams
- Staying calm and organised when it's busy, and working as a team
- Dealing with complaints, difficult customers and shoplifting safely
- Food safety, hygiene and allergen basics for hospitality jobs
Included downloads
- Customer service phrase card — the right words for every situation
- Shift checklists — opening, closing, handover and till
How it works
- 6 modules, 20 short lessons — about 10–15 minutes each
- Real workplace scenarios: "What would you do?"
- A short quiz after each module, and a certificate when you finish
Part of the Avro Academy job-ready path: Job Ready: Resume to First Shift helps you get hired, Confident English Speaking helps you speak up, and this course helps you do the job brilliantly.
Note: this course isn't a nationally accredited qualification. It doesn't replace official training like a food safety handler certificate or an RSA, but it will prepare you for them and explain when you need them.
Also try: Digital Skills for Work — email, spreadsheets, cyber safety and using AI tools responsibly.
Be understood at the counter and on the phone: Speak Clearly: Articulation Training.
Free forever — like every self-paced course on Avro Academy: all lessons, quizzes, downloads and your certificate. Our promise
Course outline
Module 1: What great service looks like
What customers expect, first impressions and why service matters to the business.
- What customers really wantFree preview10 min
- First impressions and the welcome10 min
- Professional behaviour on shift10 min
- Module 1 quiz5 min
Module 2: Serving customers
Finding out what people need, product knowledge, recommendations and closing the sale.
- Finding out what the customer needs12 min
- Product knowledge and honest recommendations12 min
- Suggesting extras without being pushy10 min
- Closing the sale and the farewell8 min
- Module 2 quiz5 min
Module 3: The till and handling money
Cash and EFTPOS, counting change, refunds and spotting scams.
- Cash, cards and counting change15 min
- Refunds, exchanges and your consumer rights12 min
- Spotting scams and keeping money safe10 min
- Module 3 quiz5 min
Module 4: Busy shifts and teamwork
Staying calm in a rush, prioritising and working well with your team.
- Staying calm when it's busy12 min
- Working as a team10 min
- Phone, online and click-and-collect orders10 min
- Module 4 quiz5 min
Module 5: Difficult situations
Complaints, angry or abusive customers, shoplifting and staying safe.
- Handling complaints step by stepFree preview12 min
- Angry, rude or abusive customers12 min
- Shoplifting and security: what to do (and not do)10 min
- Module 5 quiz5 min
Module 6: Hospitality basics and your final task
Food safety, hygiene, allergens, alcohol rules and your service plan.
- Food safety and hygiene15 min
- Allergies and dietary requirements12 min
- Alcohol, age-restricted products and checking ID10 min
- Final task: your service plan12 min
- Module 6 and final quiz5 min