Customer Engagement Certificate IV BSB40315

Subject Choices
offered under the Certificate IV in Customer Engagement

1 - 2 Electives are required (depending on subjects chosen)

• Co-ordinate Customer Service Delivery

  Providing good service to your internal and external customers is a critical responsibility for senior staff, team leaders and managers. Learn how to identify the key aspects of service delivery important to your customers, and the customer service system needed to achieve your service standards.

  • Unit(s):

  • BSBCUS401 Coordinate implementation of customer service strategies

  • BSBCUS403 Implement customer service standards

• Keeping Your Work Team Safe

  Supervisors and team leaders have strict legal obligations under safety legislation. Learn what these are, as well as the practical skills to identify, risk assess and resolve safety concerns. This subject also teaches how to better understand safety statistics and identify factors that can reduce injuries, and ensure the business is productive and profitable.

  • Unit(s):

  • BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements

• Team Coaching

  Learn and practice the skills and knowledge required to develop and facilitate workplace training and on-the-job coaching. Learn the starting point to analyse the training needs of an organisation; develop a learning plan and coaching plan; and evaluate training effectiveness.

  • Unit(s):

  • BSBLED401 Develop teams and individuals

• Leadership Skills

  This subject is specifically designed to lay a strong leadership foundation for learners. Focusing on key leadership elements such as communication, organisational behaviour, being a role model, problem solving, delivering feedback and effective decision making, this subject is perfect for anyone looking to build or enhance their leadership skills.

  • Unit(s):

  • BSBMGT401 Show leadership in the workplace

  • BSBLDR401 Communicate effectively as a workplace leader

  • BSBMGT405 Provide personal leadership

• Prioritising to Achieve Team Goals

  Achieving goals is at the heart of leadership success. You will learn how to set effective targets and priorities to maximise your productivity and results. This subject covers how to assess urgency and priorities, plan work schedules, monitor individual and team performance and set professional development goals.

  • Unit(s):

  • BSBWOR403 Manage stress in the workplace

  • BSBWOR404 Develop work priorities

• Work Effectively in Customer Engagement (E)

  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

• 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):

  • BSBCUS402 Address customer needs

  • BSBREL402 Build client relationships and business networks

• Team Effectiveness (E)

  Teams need sound leadership to prosper. This important subject breaks down the art of leading effective teams into the key elements of inspiring trust, effective communication, setting targets and building relationships. Special attention is given to teaching leaders how to successfully manage both individual and team conflict and improve team performance.

  • Unit(s):

  • BSBLDR402 Lead effective workplace relationships

  • BSBLDR403 Lead team effectiveness

• Quality Planning (E)

  Long term success in business is a direct result of sound planning and having a quality focus. This subject teaches how to set realistic operational goals, effectively plan activities and prepare for contingencies. The concepts and methods of continuous improvement processes are also addressed throughout the subject to allow operational plans to be adapted and improved throughout their execution phase.

  • Unit(s):

  • BSBMGT403 Implement continuous improvement

  • BSBMGT402 Implement operational plan

• 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

• Sales Planning (E)

  This subject takes you through developing sales plans, budgets and KPIs, as well as achieving sales budget requirements, understanding sales management techniques, promotional activities and working with teams to implement sales plans. It includes topics such as team consultation, team motivation and mentoring as well as cost consciousness.

  • Unit(s):

  • BSBSLS501 Develop a sales plan

  • FNSSAM402 Implement a sales plan

• Marketing Promotions (E)

  This subject covers market segmentation, marketing messages and the promotional mix. Students prepare a marketing plan for 2 different market segments which involves designing a specific promotional activity as well as evaluating the proposal. Spam laws and important consumer laws are covered to ensure relevant laws are addressed in your marketing efforts.

  • Unit(s):

  • BSBMKG413 Promote products and services

  • BSBMKG414 Undertake marketing activities

• 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

• Implement Sustainability (E)

  Significant cost savings can be made by managing workplace technology in a sustainable way. This subject looks at ways to cost equipment replacement, consumables and maintenance, and how to apply "green" practices that benefit the business as well as the environment.

  • Unit(s):

  • BSBADM409 Coordinate business resources

  • BSBSUS401 Implement and monitor environmentally sustainable work practices