Turning Challenges into Solutions in Client Management
Learn to manage client relationships, resolve technical issues, and deliver outstanding service. Build confidence handling complex challenges using proven strategies, structured communication, and problem-solving techniques—flexibly delivered for ICT professionals.
This accredited course leads to a Statement of Attainment for ICTSAS527 – Manage client problems, issued by South Sydney College (RTO Code: 45279).
40-60 Hrs (Self-paced)
estimated duration
100% Online
learning mode
Start anytime
modality
Who This Course Is For?
Assessments
To demonstrate competency, you'll complete
Note: All assessments are aligned with the requirements of ICTSAS527 and reflect real contract performance management practices.
Unlimited access to all SSC-developed courses in our micro-credential library.
Get this course, plus full access to all SSC skills and certification courses, with our Essential Plan. Learn more
AUD $48 per month, billed annually
$59 billed monthly
Have an SSC coupon? Apply it below or at checkout. Once applied, the discount will appear during checkout.
Unlimited access to all SSC-developed courses in our micro-credential library.
Get this course, plus full access to all SSC skills and certification courses, with our Premium Plan. Learn more
AUD $96 per month, billed annually
$120 billed monthly
Have an SSC coupon? Apply it below or at checkout. Once applied, the discount will appear during checkout.
- Choose Your Plan
- Login to your account
- Start learning instantly
Note: Industry-certified or partner courses are available separately and are not included in the standard subscription.
Includes accredited certification, assessment support, and formal recognition of your skills. Learn more
What You'll Learn?
-
Communicate effectively with clients across support channels.
-
Identify and address client pain points through structured assessment.
-
Apply troubleshooting tools and frameworks like ITIL and RCA.
-
Manage escalations and recurring issues efficiently.
-
Understand and apply service-level agreements (SLAs).
-
Document support activities and resolutions for continuous improvement.
Additional Learning Benefits
-
Courses like this one can contribute to university credit and industry certifications.
-
Many ICT units align with CompTIA certification, offering clear pathways to global recognition.
Topics Covered
-
Client Insight And Expectations
Communication Techniques Pain Point Identification Customer Satisfaction Metrics
-
Communication Strategies
Active Listening Empathy Professional Writing Conflict Resolution
-
Problem Resolution Frameworks
ITIL Root Cause Analysis Troubleshooting Escalation Paths
-
SLAs and Documentation
Managing Service Levels Documenting Recurring Issues Improving Service Quality
Learning Outcomes
By the end of this course, you'll be able to:
-
Communicate clearly and empathetically with clients.
-
Troubleshoot IT problems using structured frameworks.
-
Implement proactive and reactive support strategies.
-
Manage escalations and client expectations with confidence.
-
Document and analyse recurring issues to enhance service delivery.
Learning Pathway
SSC Online provides a flexible learning journey designed to support your goals—whether you’re upskilling, pursuing formal qualifications, or preparing for university or industry certification.
Start Here
Essential / Premium Plan: Build your knowledge and skills with flexible, self-paced learning. Access up to 100 courses across high-demand fields like business, IT, project management, and cyber security.
Go Further
Accredited Units (available via Professional Plan or pay-per-certification). Complete formal assessments to earn a Statement of Attainment for nationally recognized units of competency.
Unlock More
Full Qualifications: Stack your accredited units to progress toward a full nationally recognised qualification.
Your Future Pathways
After completing full qualifications or selected accredited units, you can::
- Gain credit transfer to Australian universities toward a bachelor's degree (selected units only).
- Sit for CompTIA Certification exams (selected ICT units).
- Enhance your employability skills with industry-ready credentials.
*Credit transfer and certification opportunities are available for selected units only.
Certificates Included
Australian Accredited Certification (AQF Certificate)
(Available through formal qualification pathways)
Statement of Attainment for accredited unit
(Accredited Certification)
SSC Professional Certificate
(Essential & Premium)
Compliance Statement
This course is delivered and assessed by South Sydney College, a division of Knit Group Australia Pty Ltd (RTO Code: 45279).
The unit ICTSAS527 – Manage client problems is drawn from the BSB Business Services Training Package and is nationally recognised training.
Statements of Attainment are issued in accordance with the Standards for RTOs 2015. For information about support services, fees, refunds, and your rights as a learner, please refer to the Learner Handbook or contact us directly via email: online.support@ssc.edu.au.
Unlimited access to all SSC-developed courses in our micro-credential library.
Get this course, plus full access to all SSC skills and certification courses, with our Essential Plan. Learn more
AUD $48 per month, billed annually
$59 billed monthly
Have an SSC coupon? Apply it below or at checkout. Once applied, the discount will appear during checkout.
Unlimited access to all SSC-developed courses in our micro-credential library.
Get this course, plus full access to all SSC skills and certification courses, with our Premium Plan. Learn more
AUD $96 per month, billed annually
$120 billed monthly
Have an SSC coupon? Apply it below or at checkout. Once applied, the discount will appear during checkout.
- Choose Your Plan
- Login to your account
- Start learning instantly
Note: Industry-certified or partner courses are available separately and are not included in the standard subscription.
Includes accredited certification, assessment support, and formal recognition of your skills. Learn more