Customer Engagement Certificate III BSB30215

DELIVER REWARDING CUSTOMER SERVICE THROUGH QUALITY CUSTOMER ENGAGEMENT

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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Subject Choices
offered under the Certificate III in Customer Engagement

2 - 3 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

  • Critical Service Skills

    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.

    • Unit(s):
    • BSBCUS301 Deliver and monitor a service to customers

    • BSBCMM301 Process customer complaints

    • BSBDIV301 Work effectively with diversity

  • Understand Your Product Range

    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.

    • Unit(s):
    • BSBCUE309 Develop product and service knowledge for customer engagement operation

  • Prioritising Work Responsibilities

    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):
    • BSBWOR201 Manage personal stress in the workplace

    • BSBWOR203 Work effectively with others

    • BSBWOR301 Organise personal work priorities and development

  • Essential Selling Skills (E)

    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.

    • Unit(s):
    • BSBCUE304 Provide sales solutions to customers

    • FNSSAM301 Identify opportunities for cross-selling products and services

  • Contribute to Safety in Contact Centres (E)

    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.

    • Unit(s):
    • BSBWHS201 Contribute to health and safety of self and others

  • Write Business Documents (E)

    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.

    • Unit(s):
    • BSBINM301 Organise workplace information

    • BSBWRT301 Write simple documents

  • 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

  • Leadership - An Introduction (E)

    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.

    • Unit(s):
    • BSBFLM303 Contribute to effective workplace relationships

    • BSBFLM312 Contribute to team effectiveness

  • Outbound Customer Contact (E)

    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.

    • Unit(s):
    • BSBCUE303 Conduct a telemarketing campaign

    • BSBCUE308 Conduct outbound customer engagement

  • 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

  • Delivering Help Desk Customer Satisfaction (E)

    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).

    • Unit(s):
    • ICTICT209 Interact with ICT clients

  • Help Desk ICT Product Knowledge (E)

    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).

    • Unit(s):
    • ICTICT305 Identify and use current industry specific technologies

  • Help Desk Operations (E)

    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.

    • Unit(s):
    • ICTSAS204 Record client support requirements

    • ICTWOR306 Resolve technical enquiries using multiple information systems

  • Mastering Your Help Desk Role (E)

    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.

    • Unit(s):
    • ICTSAS420 Provide first-level remote help desk support

Course Fees

Quality Education at a Fair Price

$

1,320

* - $

3,300



Course Duration

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.

Entry Requirements

for the Certificate III in Customer Engagement

  • Reading and Writing Skills
    The course is an online correspondence course so you need to have basic English reading and writing skills, or higher. As a guide - you should have completed Year 10 schooling, or have proven 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.
  • 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

  • “ The course itself helped me understand more about the company I was venturing into, even though I had many years experience within the customer service industry prior. The course was helpful in my role as a customer service officer, from how I would deal with problems, achieve my goals and all round improve in customer service. ” Alex M

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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.

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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.

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Registered trainees use the Traineeships fee checker below.

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Registered trainees use the Traineeships fee checker below.

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