BSB40315 Certificate IV in Customer Engagement
This course can be completed anywhere in Australia
Self Paced Delivery
This course can be completed in your own time
We have industry partnerships and a large reach across Australia
What is this qualification?
This qualification reflects the role of individuals with excellent communication and interpersonal skills who undertake complex customer interactions, often as a team leader and with significant authority to delegate.
Duties at this level are varied and may include responding to complex customer requests handling complaints, coaching staff and completing related administrative tasks.
Talk to a Course Advisor. They can help you decide which course is best for you.
- Contact Centre Team Leader / Frontline Customer Service Team Leader
- Quality Assurance Coordinator
- Customer Contact Coach
- Complex Enquiry Customer Contact Operator
You will need:
- Desktop, laptop or tablet
- Microsoft Office or equivalent
- Broadband internet connection
- A web camera and a speaker
- Access to software to view online videos and images, such as Adobe Reader, Windows Media Player, Windows Photo Viewer, which are available as a download from the internet.
Our workplace training programs are dedicated to finding the best opportunities for employers and staff including access to available funding options and maintaining flexible delivery options. Delivered in the workplace, either by self-paced with regular trainer visits, online with trainer support, classroom or workshops. Our workplace programs will result in practical skills and knowledge that are immediately transferable to the workplace. A streamlined RPL assessment process is available for those who are seeking recognition of existing skills, knowledge and experience.
- Written activities
- Case studies
- Role plays / observations
Total number of units = 13
- 3 core units
- 10 elective units
BSBLED401 Develop teams and individuals
BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements
BSBCUE405 Survey stakeholders to gather and record information
BSBCUE407 Administer customer engagement technology
BSBCUS402 Address customer needs
BSBCUS403 Implement customer service standards
BSBMGT403 Implement continuous improvement
BSBMKG419 Analyse consumer behaviour
BSBPMG411 Apply project quality management techniques
BSBSLS501 Develop a sales plan
BSBCOM401 Organise and monitor the operation of compliance management system