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Certificate IV in Customer Contact

Certificate IV in Customer Contact

Course Code: BSB40312
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The Certificate IV in Customer Contact addresses the skill requirements of roles engaged on the organisational frontline, specifically the team-based environments commonly encountered in contact centre situations. In addition to fostering the practical leadership strategies that team leaders require to excel, this qualification brings particular focus to the evaluation of information from multiple sources, and the application of effective solutions to customer service queries.

Description

Course Structure

The Certificate IV in Customer Contact is delivered by expert trainers in 7 x full day workshops scheduled across 9 months of this 12 month program. This approach allows students sufficient time between and after workshop completion to undertake self-directed learning, assignments, and out-of-class assessment. Workshops engage participants in active discussion, problem-solving exercises, networking opportunities, and presentations related to performing at a high level in a customer contact role.

Participants have the option of undertaking this course online, using Upskilled's customised Learning Management System. The online program is conducted over a 12 month period and employs an approach that blends distance and online education in the management and delivery of learning resources.

 

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 the carrying out of some projects in the workplace.

 

Inclusions

Upskilled courses include detailed learning materials, assessments, and certification upon successful completion. Lunch, and other refreshments, are included for classroom courses, while online trainer support is included for online delivery.

 

 

 

 

Unit Outline

Unit Outline

The 7 workshops 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.

 

Unit Code
Unit Description
BSBCUS401B Coordinate implementation of customer service strategies
BSBLED401A Develop teams and individuals
BSBMGT403A Implement continuous improvement
BSBMGT405A Provide personal leadership
BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements
BSBINM401A Implement workplace information systems
BSBINN301A Promote innovation in a team environment
BSBMGT401A Show leadership in the workplace
BSBMGT402A Implement operational plan
BSBWOR401A Establish effective workplace relationships
BSBWOR403A Manage stress in the workplace
BSBCUS402B

Address customer needs

BSBCUS403B

Implement customer service standards

Career Outcomes

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

Payment

Course Fees and Payment Options

Pay By Weekly Installment (Interest Free) Pay By Monthly Installment (Interest Free) Pay Upfront
$60 per week with a $210 enrolment fee¹ $405 per month with a $495 enrolment fee² Pay upfront $2,995, saving $335 (10% discount)

¹Payments made over a period of 52 consecutive weeks, totalling $3,330
²Payments made over a period of 7 consecutive months, totalling $3,330

 

Government Funding and Incentives

At both state and federal level, government 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 heavily subsidised*.

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



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14/01/2015 N/A N/A Enquire Now
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11/02/2015 N/A N/A Enquire Now
25/02/2015 N/A N/A Enquire Now
11/03/2015 N/A N/A Enquire Now
25/03/2015 N/A N/A Enquire Now
08/04/2015 N/A N/A Enquire Now
22/04/2015 N/A N/A Enquire Now
13/05/2015 N/A N/A Enquire Now
27/05/2015 N/A N/A Enquire Now

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