The Keys To Customer Service, Retail & Hospitality

This course offers an ideal foundation for individuals seeking entry-level customer service roles within the Retail or Hospitality industries. It is structured as a five-session intensive program, with a unique feature of a site visit that encompasses both retail and hospitality aspects within a tourism environment. This course is a great introduction for those who are looking to move on to study qualifications in Retail or Hospitality.

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Course Details

Course code
Locations offered
  • Casey Campus
Course Length
5 Sessions
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Throughout the course, participants will engage in practical activities, case studies, and role-plays to apply their learning in real-world scenarios. The site visit will provide valuable hands-on experience and insights into the operations of retail and hospitality establishments within a tourism context.

By the end of the program, participants will be equipped with the knowledge, skills, and confidence to excel in entry-level customer service roles within the Retail or Hospitality industries, with a sound knowledge base to move on to study qualifications in Retail or Hospitality.

By completing this course, you will learn to:
  • Dive into the importance of store presentation
  • Explore different forms of communication needed within Retail and Hospitality settings
  • Learn about different types of customers
  • Undertake a site visit to see the things you have learned put into practice

What you will be provided with on completion:
  • A Certificate of Participation
  • Gain valuable basic-skills needed to work in a range of Retail or Hospitality settings
  • A strong foundation to continue your studies

Learn Local are not-for-profit community organisations registered and funded by the Victorian Government.
Lean Local provider #: 3977

More information

Dive into the ‘Six Stages of Customer Service’ and explore work ethics within the industry as well as the following:

Participants will gain understanding of what retail is, the retail chain and learn about different job roles. Learn how to understand, analyse and apply store presentation, promotions and types of customers. Develop selling skills, and put there into practice through valuable roleplay activities.

This topic will cover all aspects of customer service within the Hospitality industry including meeting and greeting customers, preparing tables, taking accurate orders, front of house duties, communication within a hospitality workplace, payment handling, health regulations and more!

This course includes a site visit that incorporates both Retail and Hospitality. Details of this site visit will be discussed as part of the course.

This course runs from our Casey Campus in Narre Warren.

Thursdays, 1st August – 5th September
10.00pm – 4.30pm



Full Funded FeeFunded Concession Fee
Total Student Payment$45.00$35.00

Our Pre-Accredited and Neighbourhood House Programs incur an annual registration fee of $10. All participants must pay this annual, non-refundable registration fee upon enrolment into their first program for the calendar year. This includes hobby programs and social groups. This fee will be charged once per calendar year.

To be eligible for a full funded place in these courses you must be:

  • an Australian or New Zealand citizen or
  • a holder of an Australian permanent visa or 
  • an Asylum seeker holding a valid visa that confers eligibility for Skills First training

To be eligible for a concession fee, a valid concession card showing the name of the person enrolling in the course must be provided at the time of enrolment. FLC may request a copy of the card at the time of enrolment. Concession is applied at the time of enrolment and cannot be applied partway through the course.

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