Business (Customer Engagement) Certificate III BSB30120

Subject Choices

offered under the Certificate III in Business (Customer Engagement)

Please note that subjects and specific units of competency on offer will vary and may change during your enrolment

Elective subjects may apply and will be determined during the induction process

• Effective Workplace Communication

  Learn to develop a good writing style for creating standard business documents such as basic letters, invoices, memos, messages and emails. You will also get tips on reviewing, proofreading 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 responding to and working effectively with individual differences.

  • Unit(s):
  • BSBXCM301 Engage in workplace communication
  • BSBTEC202 Use digital technologies to communicate in a work environment
  • BSBTWK301 Use inclusive work practices
• Maintain Workplace Safety and Wellbeing

  Work Health & Safety policies, procedures and compliance are the focus of this safety subject. The subject looks at identifying key safety practices in a workplace. It covers workplace evacuations as well as identifying relevant safety training and procedures that may be required. It covers a foundation in the legal obligations and is a good solid base for understanding safety responsibilities. It involves a range of workplace activities like a safety inspection.

  • Unit(s):
  • BSBWHS311 Assist with maintaining workplace safety
  • BSBPEF201 Support personal wellbeing in the workplace
• Contribute to Sustainable Work Practices

  Significant cost savings can be made by managing workplace processes and technology in a sustainable way. This subject looks at ways to encourage team members to think innovatively and apply critical thinking skills to generate solutions to workplace problems in a team environment. The overall aim being to identify improvements and apply "green" practices that benefit the business as well as the environment. This subject involves working collaboratively with your College Student Adviser on a project based assessment.

  • Unit(s):
  • BSBSUS211 Participate in sustainable work practices
  • BSBCRT311 Apply critical thinking skills in a team environment
• Effective Work Practices

  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):
  • BSBPEF301 Organise personal work priorities
• Use Business Systems

  Most work roles require the effective use of computers and equipment to input, collect and manage data and information. This subject looks at the technology available to you, and ways to use computer software to organise information and data.

  • Unit(s):
  • BSBOPS306 Record stakeholder interactions
  • BSBDAT201 Collect and record data
• Engage with Customers

  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):
  • BSBOPS304 Deliver and monitor a service to customers
• Resolving Difficult Customer Situations

  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):
  • BSBOPS305 Process customer complaints
  • SIRXCEG002 Assist with customer difficulties
• Assist Customers with Products and Services

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

  • Unit(s):
  • SIRXPDK001 Advise on products and services