Customer Engagement Certificate III BSB30215

DELIVER REWARDING CUSTOMER SERVICE THROUGH QUALITY CUSTOMER ENGAGEMENT

Certificate III in Customer Engagement addresses the skills needed in customer contact roles in the growing call centre industry. These include skills to deliver a rewarding customer service experience, and the ability to manage priorities and workplace challenges. You will gain a solid understanding of call centre systems and culture, and have a range of electives to suit career goals.

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Subject Choices
offered under the Certificate III in Customer Engagement

2 - 3 Electives are required (depending on subjects chosen)

  • Work in Call Centres

    This subject covers the different types of call centres and the typical roles you would find in a call centre. It explains the use of metrics and KPIs used in the industry to measure the effectiveness of customer contact. It also provides the understanding of the features and use of key contact centre technology used to enhance customer service and meet organisational goals.

    • Unit(s):
    • BSBCUE301 Use multiple information systems

    • BSBCUE307 Work effectively in customer engagement

  • Customer Engagement and Service

    Customer service is a key function in all job roles, and so engagement of the customer is a critical skill. This subject looks at essential service skills to identify the customers needs and delivering good customer service. As well as skill practicals, there is a small component that looks at how to receive customer feedback positively.

    • Unit(s):
    • BSBCUE203 Conduct customer engagement

    • BSBCUS301 Deliver and monitor a service to customers

  • Product Knowledge

    This subject focuses on the skills and knowledge required to develop knowledge of products and services in preparation for customer engagement in an inbound or outbound customer engagement role. This subject requires you to undertake product research and answer case studies to demonstrate these skills.

    • Unit(s):
    • BSBCUE309 Develop product and service knowledge for customer engagement operation

  • Prioritising Work Responsibilities

    Being able to organise personal work priorities is an essential job skill. Learn how to set and meet work priorities through time management and planning your work schedule. Skills to identify potential problems and prevent stress in the workplace are also covered. Also learn the importance of professional development activities.

    • Unit(s):
    • BSBWOR201 Manage personal stress in the workplace

    • BSBWOR203 Work effectively with others

    • BSBWOR301 Organise personal work priorities and development

  • Customer Complaint Resolution (E)

    Complaint handling skills can be improved by an awareness of how people respond and by adopting a suitable communication approach. In this subject you will also learn about typical procedures that businesses want applied to any complaints received, and how to best adapt your communication to the specific needs of the customer.

    • Unit(s):
    • BSBCMM301 Process customer complaints

    • BSBDIV301 Work effectively with diversity

  • Essential Selling Skills (E)

    Essential sales skills include identifying the customers needs and the features of the product or service that will most benefit them. This requires good interpersonal and communication skills as well as the ability to be accurate when processing the sale. This subject covers these essential sales skills.

    • Unit(s):
    • BSBCUE304 Provide sales solutions to customers

    • FNSSAM301 Identify opportunities for cross-selling products and services

  • Write Business Documents (E)

    Learn to develop a good writing style for creating standard business documents such as letters, invoices, memos and emails. You will also get tips on reviewing, proof reading and editing documents, as well as how to safely save and store them. Practical activities ensure that you have the necessary skills to organise information, communicate with work colleagues and write clearly.

    • Unit(s):
    • BSBINM301 Organise workplace information

    • BSBWRT301 Write simple documents

  • Business Networks (E)

    Business networking is an important skill in many roles. This subject looks at ways to identify business networks you should belong to and ways to make valuable contacts when participating. This subject involves practical communication skills and also requires the use of persuasive communication skills.

    • Unit(s):
    • BSBREL401 Establish networks

    • BSBREL402 Build client relationships and business networks

  • Leadership Skills (E)

    This subject is specifically designed to lay a strong leadership foundation for learners. Focusing on key leadership elements such as communication, organisational behaviour, being a role model, problem solving, delivering feedback and effective decision making, this subject is perfect for anyone looking to build or enhance their leadership skills.

    • Unit(s):
    • BSBMGT401 Show leadership in the workplace

    • BSBLDR401 Communicate effectively as a workplace leader

  • Outbound Customer Contact (E)

    Outbound Customer Contact subject will provide you with successful customer contact techniques including personal qualities for outbound contact. The importance of active listening, preparing for the call and identifying customer needs through questioning is key. It also details the legislation surrounding outbound customer contact.

    • Unit(s):
    • BSBCUE303 Conduct a telemarketing campaign

    • BSBCUE308 Conduct outbound customer engagement

  • Contribute to Safety in Contact Centres (E)

    This subject covers the skills and knowledge required to work in a healthy and safe manner within a contact centre. You will learn to recognise hazards, the importance of safety signs and how to raise safety issues within a workplace. This is a great entry level subject to help you act and respond in a safe manner and it also covers how to respond to emergency incidents.

    • Unit(s):
    • BSBWHS201 Contribute to health and safety of self and others

  • Meetings and Business Travel (E)

    This subject provides the skills and knowledge required to organise effective meetings including the preparation and distribution of meeting related documents such as agendas and minutes. It also covers skills and knowledge required to organise business travel, including preparing travel related documentation and making travel bookings.

    • Unit(s):
    • BSBADM405 Organise meetings

    • BSBADM406 Organise business travel

Course Fees

Quality Education at a Fair Price

$

1,320

* - $

3,300



Course Duration

8 months is allowed as the standard part time enrolment term for the Certificate III online TAFE level course in Customer Engagement.

Students who are able to commit more time to their course can finish earlier; while Traineeship terms may be longer.

Entry Requirements

for the Certificate III in Customer Engagement

  • Reading and Writing Skills
    The course is an online correspondence course so you need to have basic English reading and writing skills, or higher. As a guide - you should have completed Year 10 schooling, or have proven workplace written communication skills.
  • Spoken English Skills
    Some components of this course have practical components where students will be required to demonstrate verbal communication skills as part of their assessments. Average English skills are necessary to complete these components successfully.
  • Computer and Internet
    • Access to a Desktop Computer or Laptop
    • Internet access with Internet Explorer 8+, Chrome or Firefox
    • Microsoft Office 2010 Word and Subject specific Office products for chosen electives (ie Excel, Powerpoint, Publisher)
  • Other
    • Ability to study and conduct assessments in a safe environment

Career Possibilities

Course Reviews

Don't just take our word for it

  • “ The course itself helped me understand more about the company I was venturing into, even though I had many years experience within the customer service industry prior. The course was helpful in my role as a customer service officer, from how I would deal with problems, achieve my goals and all round improve in customer service. ” Alex M

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with no more to pay!

This quote includes all online learning resources. There are no hidden costs and we also offer an interest free weekly, fortnightly or monthly direct debit Payment Plan. Select your Payment Plan choices at enrolment.

Registered trainees use the Traineeships fee checker below.

Your total course fees are

$Price

with no more to pay!

This quote includes all online learning resources. There are no hidden costs and we also offer an interest free weekly, fortnightly or monthly direct debit Payment Plan. Select your Payment Plan choices at enrolment.

Registered trainees use the Traineeships fee checker below.

Your total course fees are

$Price

with no more to pay!

This quote includes all online learning resources. There are no hidden costs and we also offer an interest free weekly, fortnightly or monthly direct debit Payment Plan. Select your Payment Plan choices at enrolment.

Registered trainees use the Traineeships fee checker below.

Your total course fees are

$Price

with no more to pay!

This quote includes all online learning resources. There are no hidden costs and we also offer an interest free weekly, fortnightly or monthly direct debit Payment Plan. Select your Payment Plan choices at enrolment.

Registered trainees use the Traineeships fee checker below.

Your total course fees are

$Price

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This quote includes all online learning resources. There are no hidden costs and we also offer an interest free weekly, fortnightly or monthly direct debit Payment Plan. Select your Payment Plan choices at enrolment.

Registered trainees use the Traineeships fee checker below.

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