ACM30122 - Certificate III in Animal Care Services (Customer Service)

Course Overview

This customer service course is for persons within an organisation that provides professional pet services and products. Individuals in these roles perform a range of animal care tasks under broad direction which involve discretion and judgement in handling stock and animals, coordinating resources and problem solving. They are required to take responsibility for their own work including, carrying out assigned tasks, compliance with animal welfare, organising processes, solving problems and working to schedules. The duties require patience and a genuine empathy for animals, excellent customer service skills as well as high standards of cleanliness and professionalism.

Subjects Covered:

• • Animal Handling
  • Animal Care
  • Animal Welfare
  • Animal First Aid
  • Workplace health and safety
  • Balance and secure POS
  • Handling and receiving of stock
  • Deliver high end customer service

Course Delivery

The online theory of Modules (learning materials) and Assessments are allocated to students at time of enrolment. Our students are responsible for organising their time accordingly to pass the course within 12 months from the initial enrolment date. At the end of each module students are given details on what assessments need to be completed for easier navigation.

Students will gain access to the online learning portal within 24-48 hours of the adminstration team receiving full payment or completed direct debit forms. Please note that this course is entirely online, and no PDF or Word documents will be provided for learning materials or assessments. As part of the assessment requirements, performance evidence must be submitted in the form of video footage, which should be uploaded to the portal or OneDrive.

Students must have a reliable internet connection and a computer or equivalent device. These are to be provided by the student. Material related to the course will be supplied by the RTO.

Before applying, please consider your digital literacy skills to ensure you are comfortable with the online format.

Each student is assigned a Student Liaison Officer who is available to assist with any course-related issues or general enquiries. Additionally, a bi-monthly Q&A session is held via Microsoft Teams for students who wish to attend. Invitations are sent out two weeks in advance with all relevant details.

Units

To achieve this qualification, competency must be demonstrated in:
• 17 units of competency
• 7 core units
Plus
• 10 elective units chosen by Heiniger Academy

Core Units for this customer service course:

• ACMBEH301 Identify behaviours and interact safely with animals
• ACMGEN303 Assess welfare status of an animal
• ACMGEN304 Promote positive wellbeing for self and others in animal care workplaces
• ACMGEN309 Provide basic animal first aid
• ACMGEN315 Communicate effectively with clients and team members
• ACMINF301 Comply with infection control policies and procedures in animal care work
• ACMWHS301 Contribute to workplace health and safety processes

Chosen Electives for this customer service course:

• ACMGEN205 Source and provide information for animal care needs
• ACMGEN305 Provide advice on companion animal selection and general care
• ACMGEN310 Provide reception services for an animal care facility
• ACMGEN311 Maintain and monitor animal health
• ACMSPE316 Provide general care of dogs
• ACMSPE317 Provide general care of domestic cats
• BSBOPS304 Deliver and monitor a service to customers
• SIRRINV001 Receive and handle retail stock
• SIRRRTF001 Balance and secure point-of-sale terminal
• SITXCCS015 Enhance customer service experiences