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BSB30215
Certificate III in

Customer Engagement

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Start date
Enrol Anytime
Duration
12 months
Mode
100% online
Units
12 units

Summary

In partnership with
Individuals engaged in frontline customer service will benefit from the training of our Certificate III in Customer Engagement. Become more effective in customer service procedures by receiving and responding to customer requests, handling complaints, working with multiple communication channels, adhering to key performance indicators, providing technical advice, and working effectively within a team environment.
In partnership with
Nationally recognised
I really enjoyed doing my course, and I thought my trainer and presenter was terrific.
Bruce Reidy-Crofts
, Customer Service Manager
Read the full testimonial

Detail

Over a 12 month period, students will be trained in areas of leadership, communication, and quality customer engagement. The course will focus on how one can work effectively with others, deliver a high standard of service to customers, use multiple information systems, and develop product and service knowledge. Those who undertake the course will be provided access to our learning platform, MyUpskilled; unlimited access to Lynda.com, and regular contact with their trainer throughout their student experience.
  • Course structure

    The course is conducted over a 12 month period; within a self-paced online learning environment. Upskilled uses MyUpskilled to manage the delivery and assessment of your course. This means you can learn at your own pace.

  • Entry requirements

    There are no formal entry requirements for this qualification.

    Students will need access to a computer, and the internet, and have basic computing skills. A Language Literacy and Numeracy skills assessment may be required before enrolment can be confirmed.

    Preferred pathways for candidates considering this qualification may include:

    • Demonstrated vocational experience in a range of work environments within a sales/customer contact support role
    • Successful completion of a Certificate II in Customer Engagement or a qualification equivalent
  • Inclusions
    Upskilled courses include specialised learning materials, and access to:
    • Upskilled’s fully customised online learning platform, MyUpskilled
    • Student Rewards Program
    • Student Support services
    • your trainer via the trainer/student messaging system
    • webinars; both live and recorded sessions
    • video content access via:
  • Recognition of Prior Learning (RPL)
    Work experience or formal qualifications you have may count towards your course. If you have previously undertaken study at a recognised institution or have some relevant work experience, you might gain credit towards specific units in a course; shortening the time you have to study. You can send your application for Credit Transfer or RPL during the enrolment process.
  • Assessment
    Upskilled takes evidence gathered from a variety of sources to deem a student as competent. Assessment processes might include some or all of the following:
    • Recognition of Prior Learning and/or credit transfer
    • summative and formative assignments
    • written reports and/or portfolio assessments
    • scenarios and/or case studies
    • projects
    • written/oral questions
    • regular training and assessment contact will be maintained by Upskilled in conjunction with the participant and their employer (where applicable). Critical dates during the program will be identified for participants to ensure compliance to assessment due dates, and attendance at monthly webinars as required.

Outcomes

This qualification could give you several career and/or further study outcomes. After completing this course, you could explore some of the following outcomes.

Subjects

This qualification consists of the below units of competency. All competencies must be successfully completed to attain the qualification.
  • BSBCUE301
    Use Multiple Information Systems

    This unit describes the skills and knowledge required to use multiple information systems to research information and records, and to maintain up-to-date customer information. It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team. No licensing, legislative or certification requirements apply to this unit at the time of publication.

  • BSBCUE307
    Work effectively in Customer Engagement

    This unit describes the skills and knowledge required to conduct customer engagement operations. It requires an understanding of organisational requirements, expectations, policies and procedures. It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team. This work is undertaken with some supervision and guidance. No licensing, legislative or certification requirements apply to this unit at the time of publication.

  • BSBCUE309
    Develop product and service knowledge for customer engagement operation

    This unit describes the skills and knowledge required to develop knowledge of products and services in preparation for customer engagement in an inbound or outbound customer engagement activity. It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team. This work is undertaken with some supervision and guidance. No licensing, legislative or certification requirements apply to this unit at the time of publication.

  • BSBCUS301
    Deliver and monitor a service to customers

    This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers. Operators may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.

  • BSBWHS302
    Apply knowledge of WHS legislation in the workplace

    This unit describes the performance outcomes, skills and knowledge required to understand work health and safety (WHS) Acts, regulations and codes of practice, and to contribute to actions to achieve compliance with WHS legislation in the workplace.

  • BSBWOR203
    Work effectively with others

    This unit describes the skills and knowledge required to work cooperatively with others and deal effectively with issues, problems and conflict. It applies to individuals who perform a range of routine tasks using a limited range of practical skills, and a fundamental knowledge of teamwork in a defined context under direct supervision or with limited individual responsibility. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

  • BSBWOR301
    Organise personal work priorities and development

    This unit describes the skills and knowledge required to organise own work schedules, to monitor and obtain feedback on work performance and to maintain required levels of competence. This unit applies to individuals who exercise discretion and judgement and apply a broad range of competencies in various work contexts.

  • BSBCUE304
    Provide sales solutions to customers

    This unit describes the skills and knowledge required to process sales enquiries requiring complex solutions, and to follow up to ensure customer satisfaction. It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team. No licensing, legislative or certification requirements apply to this unit at the time of publication.

  • BSBWOR201
    Manage personal stress in the workplace

    This unit describes the skills and knowledge required to understand signs and sources of stress within the broader framework of the job role and work environment. It applies to individuals who usually work with some guidance and supervision in an environment where they are likely to encounter difficult customers and situations from time to time. It typically applies in a contact centre environment owing to the very measured, structured, high volume and potentially repetitive nature of the work, but can apply in any work environment. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

  • FNSSAM301
    Identify opportunities for cross-selling products and services

    This unit describes the performance outcomes, skills and knowledge required to identify cross-selling opportunities and sell the identified products or services to customers while providing other services.

  • BSBITU203
    Communicate electronically

    This unit describes the skills and knowledge required to send, receive and manage electronic mail (email), as well as collaborate online using chat rooms, intranets and instant messaging. It applies to individuals who use business technology to perform a range of routine tasks to communicate with co-workers, customers or others. The individual will use a limited range of practical skills and fundamental knowledge in a defined context under direct supervision or with limited individual responsibility. No licensing, legislative or certification requirements apply to this unit at the time of publication.

  • BSBCMM301
    Process customer complaints

    This unit describes skills and knowledge required to handle formal and informal negative feedback and complaints from customers. It applies to individuals who apply a broad range of competencies and may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team. No licensing, legislative or certification requirements apply to this unit at the time of publication.

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Educators

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