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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2 - 3 Electives are required (depending on subjects chosen)
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.
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.
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.
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.
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.
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.
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.
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.
This subject gives students a grounding in leadership by giving an overview of the fundamentals, such as leadership styles, building trust, problem solving and delegating.
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.
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.
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.
Customer service soft skills such as active listening, questioning skills and rapport building are key to ensuring that you can correctly identify the issues faced by Help Desk customers and be equipped to understand and investigate their matter. This subject also involves analysis of Help Desk requests logged so that proactive steps can be taken. (This subject is an alternative for IT Help Desk staff to the core Customer Engagement and Service subject and includes the units of that subject).
This subject describes the skills and knowledge required to identify, research and apply industry specific ICT technologies to ensure that the quality of the entire business process is maintained at the highest level possible, and customers issues can be appropriately addressed. (This subject is an ICT Help Desk specific subject that replaces the general Product Knowledge subject and includes that unit).
Learn the skills and knowledge required to remotely support the resolution of ICT technical enquiries. The skills addressed include the techniques to record, prioritise and escalate client support requests received by your IT Help Desk, and the effective use of multiple information systems to troubleshoot and record your actions.
Learn how to investigate the technical support needed and provide advice to the customer on their software, hardware or network problem. This Help Desk subject also looks at the ways you can develop your first-level remote help desk support skills to offer the highest level of support possible.
Quality Education at a Fair Price
1,320* - $
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.
for the Certificate III in Customer Engagement
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A traineeship is great way to develop the skills of your workforce.
Traineeships combine time at work with training, and can be full-time, part-time or school-based. Trainees must be an Australian Citizen or permanent resident visa holder. Each state determines what subsidised training is available for your trainees in that state.
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