Certificate III in Customer Engagement addresses the skills needed in customer contact roles in the growing contact and service 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 service centre and call centre systems and culture, and have a range of electives to choose from.
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2 - 3 Electives are required (depending on subjects chosen)
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.
This subject covers the different types of customer contact and service centres, and the typical roles you would find in these centres. It explains the metrics and KPIs used to measure the effectiveness of customer contact, and examines the importance of team work. The subject also provides information on the customer engagement systems and phone technology that is used in contact and service centres.
Customer service is a key function in all job roles. This subject provides information and knowledge on identifying the customers needs and delivering good customer service. As well as covering practical service skills there is specific emphasis on customers with special needs, working in a culturally diverse workplace and effective complaint handling skills. 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. An alternative assessment is available that specifically addresses internal customer service roles.
This subject focuses on the skills and knowledge required to develop knowledge of products and services in preparation for customer engagement in an inbound, outbound or face to face customer engagement role. This subject requires you to undertake product research and answer case studies to demonstrate these skills.
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.
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 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 and write clearly.
This subject has been structured to progressively develop the students skill and knowledge in the building, managing and maintaining of customer relationships to support business outcomes. It explains the difference between customer service and customer relationship building; with an emphasis on the skills required for longer term relationship building. This includes considering a range of client relationship strategies and also how to use networking effectively.
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. Topics include: the effectiveness of positive self-talk; steps to identify and resolve conflict; using questioning to problem solve; and being able to identify and focus on the teams focus, goals and KPIs.
The Outbound Customer Contact subject examines the skills to make outbound phone calls to potential or existing customers. It 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 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. You need to be employed in a relevant role to undertake this subject.
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. You need to be employed in a relevant role to undertake this subject.
This is a practical subject that examines the skills and techniques needed to make business networking effective. It covers communication approaches when meeting new contacts; negotiating and problem solving; and how to maintain positive client relationships. You must attend a face to face networking event and actively participate in a social media network as part of the assessment requirements.
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%.
Learn key word processing skills that will allow you to create template documents, design and prepare multiple page documents, use mail merge and apply styles in accordance with any organisational style guides. You will also learn how to insert tables and images and an excel graph or chart into your word document to improve its readability and appeal.
In this introductory subject, learn the fundamentals of working with excel and creating 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.
Outlook is the most commonly used email communication program used by businesses. Throughout this subject you will learn how to use the different features and functions that Outlook has to offer, such as creating emails, contacts and tasks. Learn how to get organised by creating folders and scheduling appointments and meetings for both yourself and others.
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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