Customer Engagement Certificate III BSB30215

Subject Choices
offered under the Certificate III in Customer Engagement

2 - 3 Electives are required (depending on subjects chosen)

• Work Roles and Priorities

  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

  • BSBWRK311 Develop self-awareness

• Work Effectively in Customer Engagement

  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.

  • 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. An alternative assessment is available that specifically addresses internal customer service roles.

  • Unit(s):

  • BSBCUS301 Deliver and monitor a service to customers

  • BSBCMM301 Process customer complaints

  • BSBDIV301 Work effectively with diversity

  • BSBCUE203 Conduct customer engagement

• 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, outbound or face to face 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

• 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

• 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

• Business Writing Basics (E)

  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.

  • Unit(s):

  • BSBADM302 Produce texts from notes

  • BSBWRT301 Write simple documents

• Build Client Relationships (E)

  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.

  • Unit(s):

  • BSBREL402 Build client relationships and business networks

  • BSBCUS402 Address customer needs

• 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. 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.

  • Unit(s):

  • BSBFLM303 Contribute to effective workplace relationships

  • BSBFLM312 Contribute to team effectiveness

• Outbound Customer Contact (E)

  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.

  • 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

• Participate in Networking Events (E)

  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.

  • Unit(s):

  • BSBREL401 Establish networks

• 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

• 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):

  • BSBITU313 Design and produce digital text documents

  • BSBITU306 Design and produce business 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):

  • BSBITU314 Design and produce spreadsheets

• Digital Communication & Appointments (E)

  This subject looks at the business use of email and other online technologies to communicate. It looks at the different features and functions of digital appointment scheduling applications, such as creating emails and creating meeting requests; as well as the process to determine when work colleagues are available for appointments.

  • Unit(s):

  • BSBADM307 Organise schedules

  • BSBITU213 Use digital technologies to communicate remotely