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BSB40315
Certificate IV in

Customer Engagement

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

Summary

In partnership with
If you’re great with people and coming up with effective solutions, our 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.
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 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 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 prerequisites 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 role
    • Successful completion of a Certificate III 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

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.

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:
  • Contact centre team leader
  • Quality assurance coordinator
  • Customer contact coach
  • Complex enquiry customer contact operator

Additionally, 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.
  • 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.

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Educators

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