Customer Engagement Diploma BSB50315

Subject Choices
offered under the Diploma of Customer Engagement

1 - 3 electives are required (depending on subjects chosen)

• Quality Planning Strategies

  This diploma level task goes beyond theory and asks learners to apply the principles of operational planning and continuous improvement in a realistic workplace scenario. Learners will carefully analyse business results to build an improved operational plan that takes into account the key elements consultation and communication, goal setting, monitoring, training, recruitment, resource procurement and embedding continuous improvement opportunities.

  • Unit(s):

  • BSBCUS501 Manage quality customer service

  • BSBMGT516 Facilitate continuous improvement

  • BSBMGT517 Manage operational plan

• Develop a Learning Culture

  This subject looks at the skills and knowledge required to develop and facilitate a workplace learning culture through training strategies and support systems. In this subject, you will be learn to: analyse the training needs of an organisation; develop learning plans; determine suitable strategies for training; identify ways to develop a learning culture and show that you can collaborate with others to ensure success.

  • Unit(s):

  • BSBLED501 Develop a workplace learning environment

• Sales Planning

  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

  • BSBSLS502 Lead and manage a sales team

• Integrating Customer Engagement

  Implementing and incorporating contact centre operations within an organisation is an ideal way of centralising and streamlining support. In this subject the learner will review the inter-dependencies between a contact centre and other departments, and determine the best way to centralise these services. You will look at various techniques to ensure that all relevant information is captured for the optimal outcome of the implementation, using a case study example.

  • Unit(s):

  • BSBCUE504 Integrate customer engagement within the organisation

• Effective Team Management (E)

  Managing a team is a challenging responsibility. This subject focusses on the best strategies for building and inspiring trust within a team. It provides an insight into assessing the communication climate, applying different communication styles and overcoming communication barriers. Knowledge in ways to improve performance, build strong relationships and manage conflict within your work team is shared.

  • Unit(s):

  • BSBWOR502 Lead and manage team effectiveness

  • BSBLDR502 Lead and manage effective workplace relationships

  • BSBLDR511 Develop and use emotional intelligence

• Prioritising Strategies (E)

  This subject provides time management strategies and planning techniques suited for setting personal and team goals and targets. The importance of goals being linked to key performance indicators of the business is examined.

  • Unit(s):

  • BSBWOR501 Manage personal work priorities and professional development

• Risk Management Strategies (E)

  Risk Management Strategies covers risk context and risk identification, as well as risk management processes. The subject looks into the analysis of a risk, its causes, and ways to consider risk tolerance. Strategies for controlling and treating risks, as well as reviewing and monitoring those risks, are considered.

  • Unit(s):

  • BSBRSK501 Manage risk

• Safety Management Systems (E)

  This subject addresses the skills and knowledge required to establish, maintain and evaluate the organisation’s work health and safety (WHS) policies, procedures and programs in the relevant work area, according to WHS legislative requirements. It takes a systems approach and addresses compliance with relevant legislative requirements.

  • Unit(s):

  • BSBWHS501 Ensure a safe workplace

• Manage Recruitment (E)

  This subject covers the recruitment process, including the many steps involved in vital pre-recruitment activities such as revising job descriptions, advertising vacancies, short-listing and interviewing. Learners are provided with an opportunity to demonstrate their interviewing skills in an interview and reference check role play. Other topics include induction programs, consultancy, implementing policy and procedures and determining future Human Resource needs.

  • Unit(s):

  • BSBHRM506 Manage recruitment selection and induction processes

  • BSBHRM405 Support the recruitment, selection and induction of staff