Certificate IV in Customer Contact

Course Structure

The Certificate IV in Customer Contact is delivered by expert trainers in 7 x full day workshops scheduled over a period of nine months. This approach allows students sufficient time between sessions to undertake self-directed learning, assignments and out-of-class assessment. Workshops involve participants in active discussion, problem-solving exercises, networking opportunities, and presentations related to performing at a high level in a customer contact role.

Students can also choose to undertake the course online.  Upskilled uses an online Learning Management System to manage the delivery, assessment and learning resources. The online program is conducted over a 12 month period through a blended learning approach of distance and online.

Prerequisites

There are no formal prerequisites for this qualification.

Recognition Of Prior Learning (RPL)

RPL is available for each Unit of Competency based on relevant workplace experience, formal training, or other expertise. To apply for RPL, please submit documentation in portfolio form for evaluation by Upskilled assessors.

Assessment

Assessment is through participation in the 7 structured workshops as well as carrying out some workplace projects.

Inclusions

Upskilled courses include detailed learning materials, assessments, and certification upon successful completion. Lunch, along with morning and afternoon tea are included for classroom courses, while online trainer support is included for online delivery.

Unit Outline

The 7 workshops will address the following Units of Competency as identified in the National Business Services Training Package. All competencies must be successfully completed to attain the Certificate IV in Customer Contact.

Career Outcomes

Staff engaged in frontline customer service will benefit from undertaking the certificate, which is designed to promote procedural effectiveness. Team members in a contact role who are recently appointed to team leader status, or who aspire to a role in which the guidance of others is an element, are also specifically catered to under the terms of the qualification.

Further Study

For information about Pathways to University Click Here

Course Fees and Payment Options

The Certificate has a course fee of $3,890, payable in one of two ways:

1. A single upfront payment of the course fees attract a 10% DISCOUNT, making the total fee $3,500
2. An upfront enrolment fee of $495, and 7 x $485 paid per month for seven consecutive months. The total course fee is therefore $3,890

Government Funding and Incentives

At both state and federal level, the Government's commitment to upskilling the Australian workforce has resulted in a comprehensive framework of funding schemes and incentive opportunities. As a result, many Upskilled participants find that their courses are often heavily subsidized*. As part of the Australian Apprenticeships Incentives Program, employers could receive up to $4,000 per $3,890 they outlay for every eligible* employee who enrols.

*Eligibility for traineeships & User Choice will be determined by an Australian Apprenticeship Centre. Further information can be found at www.australianapprenticeships.gov.au