Customer Engagement Certificate II BSB20215

Subject Choices
offered under the Certificate II in Customer Engagement

1 - 3 elective subjects are required

• Customer Engagement

  Customer engagement is a key function in many job roles. This subject covers customer service delivery, with emphasis on telephone communication skills and etiquette. The practical activities in the course provide an opportunity to develop key customer communication techniques.

  • Unit(s):

  • BSBCUE203 Conduct customer engagement

  • BSBCUS201 Deliver a service to customers

• Understand Customer Engagement Roles

  This subject covers the professional responsibilities and standards that apply to customer contact roles you would find in a contact or service centre. It explores the types of contact and service centres and explains the use of metrics and KPIs used to measure the effectiveness of customer contact. It also provides an overview of the types of technologies in use.

  • Unit(s):

  • BSBCUE205 Prepare for work in a customer engagement environment

• Workplace Communication

  Communication is a key work skill. This subject covers the skills and knowledge required to communicate in the workplace including gathering, conveying and receiving information and completing routine written correspondence. The use of digital communication technologies like email and texting is also covered.

  • Unit(s):

  • BSBCMM201 Communicate in the workplace

  • BSBITU213 Use digital technologies to communicate remotely

  • BSBADM302 Produce texts from notes

• Starting a New Job in Business (E)

  This subject addresses the skills and knowledge required to work effectively in a business environment. It includes identifying and working to organisational standards, managing workload, and working as part of a team. A number of practical workplace activities are undertaken and used as assessment evidence to ensure the new employee gets started in the right way.

  • Unit(s):

  • BSBWOR201 Manage personal stress in the workplace

  • BSBWOR202 Organise and complete daily work activities

  • BSBWOR203 Work effectively with others

  • BSBIND201 Work effectively in a business environment

• Keyboarding and Business Technology (E)

  Keyboarding and Business Technology focuses on developing touch typing skills, and also using keyboard functions and short cuts. Important proofreading tips as well as safe computer work practices are addressed. Students are allowed to practice online with this subject so that they can achieve 30 words per minute at an accuracy of 98%.

  • Unit(s):

  • BSBITU307 Develop keyboarding speed and accuracy

• Workplace Safety (E)

  This subject covers the skills and knowledge required to work in a healthy and safe manner. 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

• Participate in Sustainability (E)

  Environmental sustainability is everyone’s responsibility. This subject explains what sustainable practices are and how you can follow them in your workplace. Content includes recycling programs and ways to monitor usage of business resources so you can identify money saving practices.

  • Unit(s):

  • BSBSUS201 Participate in environmentally sustainable work practices

• Workplace Mail and Documents (E)

  This subject covers the handling and receipt of incoming and outgoing mail in accordance with Australia Post Guidelines. Topics also address other delivery systems such as couriers and DX mail. A key focus is to learn how to find the most cost effective delivery option that meets your required time frame for delivery.

  • Unit(s):

  • BSBINM202 Handle mail

  • BSBINM303 Handle receipt and despatch of information

• Business Technology and Records (E)

  All workplaces have business records and key office technology. This subject looks at the range of filing and records systems as well as the types of uses for office computers and software. Content includes file classification systems; ways to ensure data input accuracy; and the range of business filing systems used.

  • Unit(s):

  • BSBWOR204 Use business technology

  • BSBINM201 Process and maintain workplace information

• Word Processing - An Introduction (E)

  In this introduction to word processing you will learn and develop key word processing skills that will allow you to create, style and prepare business documents. You will develop the experience to move and add text and using formatting techniques through practical activities. You will use Microsoft Word to prepare required documents using specific word processing features.

  • Unit(s):

  • BSBITU211 Produce digital text documents

• Spreadsheets - An Introduction (E)

  In this introductory subject, learn the fundamentals of working with excel, working with tables and formulas. Content also covers ways to design spreadsheets to improve the layout of information, as well as how to create graphs or charts. You will be amazed at the potential excel offers you to improve work processes and manage data.

  • Unit(s):

  • BSBITU212 Create and use spreadsheets