Customer Engagement Courses

BSB40315 – Certificate IV in Customer Engagement

This qualification is meant for those individuals who typically undertake complex customer interactions, often as a team leader and with significant authority to delegate.

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Successful candidates graduating with this high-level certificate will have the skills and knowledge to use multi-channel communications; receive and respond to complex customer requests or enquiries; handle customer complaints; apply key performance indicators; and gather, interpret and organise data capture.

As resulting roles are often managerial, skills taught include leading a team, coaching staff and scheduling and organizing.

Upon successful completion of this course, you may be eligible for one of the following work titles:

  • contact centre team leader
  • quality assurance coordinator
  • customer contact coach
  • analyst
  • scheduler
  • complex enquiry customer contact operator.

13 units must be completed:

3 core units plus
10 elective units:
4 units must be selected from the elective unit
6 units may be selected from any relevant Training Package or accredited course first packaged at AQF level 3, 4 or 5.
The choice of elective units must be guided by the core function or role of the current or intended work environment, local industry requirements, and the characteristics of the AQF level of this qualification.

The core units are:

BSBCUS401B Coordinate implementation of customer service strategies
BSBLED401A Develop teams and individuals
BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Electives must be selected following certain guidelines that aim to ensure employability of the candidates once graduated.

Course charges for each qualification delivered in a Traineeship arrangement will be charged at the prescribed rate of $3.25 per nominal hour commenced for a new worker, existing workers will be charged at $5.79 per nominal hour rate.  Each unit of competency in every course has a nominal hour allocated to it. Please CLICK HERE     for each unit of competency’s nominal hour allocation and multiply by the prescribed rate.  Any unit commenced will be charged to the student or employer if engaged in workplace training in compliance of the VET FEES & CHARGES POLICY 2017.

Example for a New Worker:   SITXWHS101 Participate in safe work practices   = 15 nominal hours = $48.75

Example for an Existing Worker SITXWHS101 Participate in safe work practices   = 15 nominal hours = $86.85

Course charges vary due to the electives selected  and units will be charged once commenced at yearly nominal rate fee.

Contact info@tiawa.com.au or call 1300 60 62 67 for any course you wish to review for yourself or your workplace and relevant charges.

The Student tuition fees are indicative only and are subject to change given individual circumstances at enrolment. Additional fees may apply such as student service and resource fees.

Courses start at $1592.50 for BSB40315 Certificate IV in Customer Engagement.

If students have already successfully completed units within the qualification, credit can be granted within our program. Similarly, competencies gained through other formal study or experience may be acknowledged upon review.

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BSB30215 –   Certificate III in Customer Engagement

This qualification reflects the role of individuals who typically undertake complex customer interactions, often as a team leader and with significant authority to delegate.

future skills-wa

This qualification reflects the role of individuals who typically undertake complex customer interactions, often as a team leader and with significant authority to delegate.

Duties at this level may include using multi-channel communications; receiving and responding to complex customer requests or enquiries; handling customer complaints; applying key performance indicators; leading a team; coaching staff; scheduling and organising; and gathering, interpreting and organising data capture.

Candidates undertaking this qualification require sound communication and interpersonal skills.

They may provide technical advice and support to a team.

Job roles

Possible job roles relevant to this qualification include:

  • contact centre team leader
  • quality assurance coordinator
  • customer contact coach
  • analyst
  • scheduler
  • complex enquiry customer contact operator.

12 units must be completed:

4 core units plus
8 elective units, of which
2 units must be selected from the elective unit
6 units may be selected from any relevant Training Package or accredited course first packaged at AQF level 3, 4 or 5.
The choice of elective units must be guided by the core function or role of the current or intended work environment, local industry requirements, and the characteristics of the AQF level of this qualification.

The core units are:
BSBCUE301 Use multiple information systems

BSBCUE307 Work effectively in customer engagement

BSBCUE309 Develop product and service knowledge for customer engagement operation

BSBCUS301 Deliver and monitor a service to customers

Course charges for each qualification delivered in a Traineeship arrangement will be charged at the prescribed rate of $3.25 per nominal hour commenced, and each unit of competency in each course has a nominal hour allocated to it. Please CLICK HERE     for each unit of competency’s nominal hour allocation and multiply by the prescribed rate.  Any unit commenced will be charged to the student or employer if engaged in workplace training in compliance of the VET FEES & CHARGES POLICY 2017.

Example for a New Worker:   SITXWHS101 Participate in safe work practices   = 15 nominal hours = $48.75

Course charges vary due to the electives selected  and units will be charged once commenced at yearly nominal rate fee.

Contact info@tiawa.com.au or call 1300 60 62 67 for any course you wish to review for yourself or your workplace and relevant charges.

The Student tuition fees are indicative only and are subject to change given individual circumstances at enrolment. Additional fees may apply such as student service and resource fees
Courses start at $1105 for BSB30215 Certificate III in Customer Engagement.

If students have already successfully completed units within the qualification, credit can be granted within our program. Similarly, competencies gained through other formal study or experience may be acknowledged upon review.

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Have a question? Not sure how you can benefit from the training programs at TIAWA ?Please don’t hesitate to contact us with any questions or enquiries.

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