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BSB40315
Certificate IV in

Customer Engagement

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Start date
Enrol anytime
Duration
12 months
Mode
100% online
Study from home
Units
13 units

Summary

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If you’re great with people and coming up with effective solutions, our BSB40315 - Certificate IV in Customer Engagement can help further progress those skills in a customer service context. Learn to advance your leadership strategies, handle customer queries, and work effectively within a team environment to provide the best consumer experience in a business.
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The course has helped develop my current skills to a higher level and to explore new ideas and work practices.
Student Q&A: Dominic O'Connor
, BSB40315 - Certificate IV in Customer Engagement
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Detail

Over a 12 month period, students will be trained in areas of team development and innovation, implementing customer service strategies and operational plans, and fulfilling customer needs. This qualification is best suited for those with leadership aspirations in the organisational frontline of a business, particularly team-based environments such as those commonly encountered in contact centre situations.

Course structure

The standard course is conducted over a 12 month period; within a self-paced online learning environment. 

Upskilled will gather information about your previous experience and skills, weekly study commitment and online learning experience to provide you with an projected duration for your course based on your individual circumstance. 

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 entry requirements listed in the training package for this qualification.

The target participants in the BSB40315 - Certificate IV in Customer Engagement qualification may be working in a position in a customer service environment, or similar.

As a guide, entrants to this program may:

  • have completed year 12 in compulsory education
  • hold a certificate II or III in a similar discipline
  • have some work history in an associated field
  • ​complete an interview process with a designated Upskilled representative to ascertain suitability to the program and to review your current skills and experience, as this may allow you to move through the course more quickly
 

This qualification reflects the role of individuals with excellent communication and interpersonal skills who undertake complex customer interactions, often as a team leader and with significant authority to delegate.

Duties at this level are varied and may include responding to complex customer requests handling complaints, coaching staff and completing related administrative tasks.

To ensure participants are able to seamlessly access our online learning platform and video content, they will require access to a modern computer with high-speed internet. Participants will also need to possess basic computing skills, and may be required to complete a Language Literacy and Numeracy skills assessment before enrolment can be confirmed.

Inclusions
Upskilled courses include specialised learning materials, and access to:
  • Upskilled’s fully customised online learning platform, MyUpskilled
  • 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 / Credit Transfer
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

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.
Career outcomes
University pathways
This course might include a pathway to university. University pathways are current at the time of publishing but are subject to change.

The pathways available to learners who undertake this qualification include the Diploma of Customer Engagement or a range of other related diploma qualifications.

Subjects

This qualification consists of the below units of competency. All competencies must be successfully completed to attain the qualification.
BSBCUS401
Coordinate implementation of customer service strategies

This unit describes the performance outcomes, skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback. Operators may have responsibility to provide guidance or to delegate aspects of these tasks to others.

BSBLED401
Develop teams and individuals

This unit describes the performance outcomes, skills and knowledge required to determine individual and team development needs and to facilitate the development of the workgroup.

BSBWHS401
Implement and monitor WHS policies, procedures and programs to meet legislative requirements

This unit describes the performance outcomes, skills and knowledge required to implement and monitor the organisation’s work health and safety (WHS) policies, procedures and programs in the relevant work area in order to meet legislative requirements

BSBINM401
Implement workplace information system

This unit describes the performance outcomes, skills and knowledge required to implement the workplace information system. It involves the identification, acquisition, initial analysis and use of appropriate information, which plays a significant part in the organisation's effectiveness.

BSBINN301
Promote innovation in a team environment

This unit describes the skills and knowledge required to be an effective and proactive member of an innovative team. It applies to individuals who play a proactive role in demonstrating, encouraging or supporting innovation in a team environment. The individual may be a team participant or a team leader. Teams may be formal or informal and may comprise a range of personnel. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

BSBMGT401
Show leadership in the workplace

This unit describes the performance outcomes, skills and knowledge required to work with teams and individuals, their standard of conduct and the initiative they take in influencing others. At this level, work will normally be carried out within routine and non routine methods and procedures which require the exercise of some discretion and judgement.

BSBMGT402
Implement operational plan

This unit describes the performance outcomes, skills and knowledge required to implement the operational plan by monitoring and adjusting operational performance, producing short term plans for the department/section, planning and acquiring resources and providing reports on performance as required.

BSBWOR403
Manage stress in the workplace

This unit describes the skills and knowledge required to identify signs and sources of stress within job roles and according to key performance indicators (KPIs). Management strategies to aid recovery from stressful situations are also essential. It applies to individuals who work at a managerial level, have excellent communication skills and apply knowledge of organisational policies, occupational health and safety (OHS) and other relevant legislation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

BSBMGT403
Implement continuous improvement

This unit describes the performance outcomes, skills and knowledge required to implement the organisation's continuous improvement systems and processes. Particular emphasis is on using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements.

BSBMGT405
Provide personal leadership

This unit describes the performance outcomes, skills and knowledge required to display high levels of personal leadership and to be a role model within the work environment.

BSBCUS402
Address customer needs

This unit describes the performance outcomes, skills and knowledge required to manage the ongoing relationship with a customer, which includes assisting the customer to articulate their needs, meeting customer needs and managing networks to ensure customer needs are addressed. The customer relationship would typically involve direct interaction a number of times over an extended period. This unit is appropriate to workers who are expected to have detailed product knowledge in order to recommend customised solutions.

BSBCUS403
Implement customer service standards

This unit describes the performance outcomes, skills and knowledge required to contribute to quality customer service standards, and to support personnel to implement customer service standards and systems within the organisation. Operators undertaking this unit would have a detailed knowledge of, and experience in, customer service systems and procedures.

BSBLDR403
Lead team effectiveness

This unit defines skills, knowledge and outcomes required to plan and supervise the performance of the team and develop team cohesion. It applies team leaders, supervisors and new emerging managers who have an important leadership role in the development of efficient and effective work teams. Leaders at this level also provide leadership for the team and bridge the gap between the management of the organisation and the team members. As such they must 'manage up' as well as manage their team/s. No licensing, legislative or certification requirements apply to this unit at the time of publication.

Government funding

At both a 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 are provided incentives by the Government to undertake training and/or find that their courses are heavily subsidised.
Government funding options for:
Certificate IV in Customer Engagement

Major schemes include:

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