Customer Engagement Certificate IV BSB40315

TAKE CUSTOMER ENGAGEMENT TO THE NEXT LEVEL OR BECOME A CONTACT CENTRE TEAM LEADER

Certificate IV in Customer Engagement builds on your existing call entre experience and develops higher level customer engagement and workplace coaching skills specifically for a contact centre. Learn key skills in leadership, process improvement, operational planning or sales planning, from a wide elective choice that allows you to tailor the course to your needs.

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Subject Choices
offered under the Certificate IV in Customer Engagement

1 - 2 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

  • Co-ordinate Customer Service

    Providing good service to your internal and external customers is a critical responsibility for managers. Learn how to identify the key aspects of service delivery important to your customers, and how to train staff to deliver this.

    • Unit(s):
    • BSBCUS401 Coordinate implementation of customer service strategies

    • BSBCUS402 Address customer needs

    • BSBCUS403 Implement customer service standards

  • Keeping Your Work Team Safe

    Supervisors and team leaders have strict legal obligations under safety legislation. Learn what these are, as well as the practical skills to identify, risk assess and resolve safety concerns. This subject also teaches how to better understand safety statistics and identify factors that can reduce injuries, and ensure the business is productive and profitable.

    • Unit(s):
    • BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements

  • Coaching Teams

    Team leaders have a key role in coaching individual team members to improved performance. Building the self-confidence of employees to face challenges is critical in meeting team and organisational goals. Coaching teams provides the knowledge, responsibilities and skills a coach needs and to be able to evaluate the effectiveness of the coaching efforts. This subject also covers coaching for performance issues, or to improve sales results and is suited to all workplaces including call centres.

    • Unit(s):
    • BSBLED401 Develop teams and individuals

  • Leadership Skills

    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

  • Prioritising to Achieve Team Goals

    Achieving goals is at the heart of leadership success. You will learn how to set effective targets and priorities to maximise your productivity and results. This subject covers how to assess urgency and priorities, plan work schedules, monitor individual and team performance and set professional development goals.

    • Unit(s):
    • BSBWOR403 Manage stress in the workplace

    • BSBWOR404 Develop work priorities

  • Team Effectiveness (E)

    Teams need sound leadership to prosper. This important subject breaks down the art of leading effective teams into the key elements of inspiring trust, effective communication, setting targets and building relationships. Special attention is given to teaching leaders how to successfully manage both individual and team conflict and improve team performance.

    • Unit(s):
    • BSBLDR402 Lead effective workplace relationships

    • BSBLDR403 Lead team effectiveness

  • 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

  • Operational Planning (E)

    This subject covers concepts of operational plans and how to implement the key concepts for planning and budgeting for business. Also covered in this subject are techniques for investigating and actioning problems, working with teams to implement operational plans, HR issues and rostering.

    • Unit(s):
    • BSBINM401 Implement workplace information system

    • BSBMGT402 Implement operational plan

  • Quality Management Principles (E)

    Total Quality Management (TQM) teaches you how to plan for the implementation of continual improvement to organisational processes and products. The end result of which is to meet and exceed customer need. This subject covers both the theoretical and practical things you can do to achieve a competitive advantage, foster a culture where all employees strive to improve and output is maximised. Also covered are measuring customer and stakeholder feedback, the use of interviewing, surveys and consultation along with problem solving, change management and mentoring and coaching.

    • Unit(s):
    • BSBMGT403 Implement continuous improvement

  • 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

  • Sales Planning (E)

    This subject takes you through developing sales plans, budgets and KPIs, as well as achieving sales budget requirements, understanding sales management techniques, promotional activities and working with teams to implement sales plans. It includes topics such as team consultation, team motivation and mentoring as well as cost consciousness.

    • Unit(s):
    • BSBSLS501 Develop a sales plan

    • FNSSAM402 Implement a sales plan

  • Marketing Promotions (E)

    This subject covers market segmentation, marketing messages and the promotional mix. Students prepare a marketing plan for 2 different market segments which involves designing a specific promotional activity as well as evaluating the proposal. Spam laws and important consumer laws are covered to ensure relevant laws are addressed in your marketing efforts.

    • Unit(s):
    • BSBMKG413 Promote products and services

    • BSBMKG414 Undertake marketing activities

  • Implement Sustainability (E)

    Significant cost savings can be made by managing workplace technology in a sustainable way. This subject looks at ways to cost equipment replacement, consumables and maintenance, and how to apply "green" practices that benefit the business as well as the environment.

    • Unit(s):
    • BSBADM409 Coordinate business resources

    • BSBSUS401 Implement and monitor environmentally sustainable work practices

Course Fees

Quality Education at a Fair Price

$

1,980

* - $

4,400



Course Duration

12 months is allowed as the standard part time enrolment term for the Certificate IV 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 IV in Customer Engagement

  • Reading and Writing Skills
    The course is an online correspondence course so you need to have average English reading and writing skills, or higher. As a guide - you should have completed Year 12 schooling, or have sound 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.
  • Numeracy Skills
    Numeracy skills are only required to a basic level eg calculations with calculators.
  • 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

  • “ My experience at Australian College really was convenient and helped me up-skill all while at work as a Customer Service Representative. ” Naomi F

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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.

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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Registered trainees use the Traineeships fee checker below.

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