As more basic customer service processes become automated, team leaders and workers within this field are now required to provide engaging service whist dealing with more complex customer situations. The BSB30215 Certificate III in Customer Engagement helps build key skills in this area with comprehensive customer service training.
Ideal for those working in a contact centre role, this customer service course will give you the skills to deal with complex or challenging customer service situations. You’ll learn how to:
- communicate effectively over email with colleagues and clients, as well as how to increase your typing speed and accuracy.
- record and retrieve product and customer information on a database.
- manage complaints, deal with stress and respond effectively to customers.
- prioritise and manage your time.
This broad-ranging qualification can lead to a diverse career path. Complex customer service roles are in demand across a whole spectrum of industries and workplaces, including banking and finance, travel and retail, contact centres, help desks, reception, front of business and counter service.
Potential career outcomes
- Customer Service Representative
- Customer Service Specialist
- Sales Representative
|Qualification name||BSB30215 Certificate III in Customer Engagement|
|Course duration||Maximum 18 months|
|Assessments||Case studies, Demonstrations, Knowledge tests, Multiple choice questions, Presentations, Projects, Scenario-based questions, Short-answer questions, Video/Audio recording, Written reports|
There are no formal education entry requirements for this course.
You will need to be at least 16 years old. If you are under 18 your enrolment form will need to be signed by a parent or guardian.
This course involves reading and undertaking a range of written assessments, as well as engaging in online forums and discussions. Furthermore, the delivery mode relies on the extensive use of written communication. As such, entry to the course requires the successful completion of English to Year 10 level.
If you haven't successfully completed English at Year 10 level, you can demonstrate equivalency through one of the following:
- Successful completion of a Nationally Recognised Training qualification at Certificate II level or higher; or
- 2 years relevant industry experience in a role that requires the use of written documentation and communication
Open Colleges recognises that not all people are able to read, write and perform calculations to the same standard. See the Language, Literacy and Numeracy Considerations section for more information on tools, resources and support services provided to by Open Colleges.
You will need access to a computer and the internet and have basic computing skills. Minimum specifications for your computer are:
- Microsoft Office 2010 or equivalent
- Broadband internet connection
- 2GB of RAM
- CD-ROM or DVD drive
- Adobe Reader XI or equivalent
- Adobe Flash Player 10 or higher.
- Access to printer and associated software
- Access to scanner and associated software
- Digital imaging software
- File compression software.
- Microsoft Windows 7 or higher (Windows 8 recommended)
- 1 Ghz or faster processer (2GHz recommended)
Mac OS users:
- Mac OSX v10.5 or higher (Mac OSX v10.6 recommended)
- 1 Ghz or faster processer (2GHz recommended)
Work placement projectIn order to meet the requirements of BSBCUE301 - Use multiple information systems and BSBCUE307 - Work effectively in customer engagement, you will need access to a contact centre environment for a minimum of one day.
Language, Literacy and Numeracy
Our free online assessment tool can help give you an idea of the language, literacy and numeracy skills needed to study a VET course. This tool can also help you determine your learning level and help you plan your future studies. You can access the Language, Literacy and Numeracy tool here.
Once you are enrolled in this course, you will receive access to the first Module, which contains the first set of units for the course. When you have successfully completed those units, you'll be given access to the next Module. Modules 1 to 3 have been released and are available. The subsequent Modules will be available on the following dates:
- Module 4 - July 2017
- Module 5 - July 2017
- Module 6 - August 2017
- Module 7 - August 2017
- Module 8 - August 2017
- Module 9 - September 2017
- Module 10 - September 2017
- Module 11 - November 2017
- Module 12 - November 2017
Note: Courses offered by Open Colleges on behalf of TAFE NSW North Region may include Units of Competency that are graded by TAFE NSW. Students studying through Open Colleges are not subject to TAFE NSW grading criteria, receiving an ungraded outcome for Units of Competency and Qualifications successfully completed.
|BSBITU307||Develop keyboarding speed and accuracy|
- Use safe work practices
- Adjust workspace furniture and equipment to suit ergonomic requirements of the user
- Ensure work organisation meets organisational and occupational health and safety (OHS) requirements for computer operation
- Identify and develop keyboarding skills
- Identify and apply keyboard functions for both alpha and numeric keyboard functions
- Apply touch typing technique to complete tasks
- Develop speed and accuracy in accordance with workplace requirements for level of responsibility
- Check accuracy
- Proofread document carefully to identify errors
- Amend document, ensure errors are corrected and complete a final accuracy check
- Implement procedures to send and receive electronic mail
- Manage electronic mail
- Collaborate online
|BSBDIV301||Work effectively with diversity|
- Recognise individual differences and respond appropriately
- Work effectively with individual differences
|BSBCUE309||Develop product and service knowledge for customer engagement operation|
- Acquire knowledge of products and services in a specified area
- Evaluate full range of products and services in a designated area of business
- Convert product and service knowledge into benefits
|BSBINM301||Organise workplace information|
- Collect and assess information
- Organise information
- Review information needs
|BSBCUS301||Deliver and monitor a service to customers|
- Identify customer needs
- Deliver a service to customers
- Monitor and report on service delivery
|BSBCMM301||Process customer complaints|
- Respond to complaints
- Refer complaints
- Exercise judgement to resolve customer service issues
|BSBWOR201||Manage personal stress in the workplace|
- Develop personal awareness of stress
- Develop stress management techniques
- Manage time
- Recover from a stressful contact
- Maintain personal stamina and resilience
- Maintain work/life balance
|BSBWOR301||Organise personal work priorities and development|
- Organise and complete own work schedule
- Monitor own work performance
- Coordinate personal skill development and learning
|BSBWHS302||Apply knowledge of WHS legislation in the workplace|
- Determine the legal framework for WHS in the workplace
- Contribute to activity that reflects WHS legislative requirements
- Keep up-to-date with legislation and relevant publications
|BSBCUE301||Use multiple information systems|
- Access a range of information systems
- Process customer information using multiple information systems
- Identify and rectify information system and processing errors
|BSBCUE307||Work effectively in customer engagement|
- Identify requirements of customer engagement role
- Manage personal performance
- Maintain a professional approach to employment
- Participate in a workplace team
Rosalie Pellew has over 30 years' experience in customer engagement; workplace training and assessment; facilitating adult education; leading and coaching customer contact teams; and supporting on-line learning students.
Rosalie’s experience spans various industries from retail and telecommunication to food production. Rosalie has been in vocational education for the past 10 years.
Pursuing her passion for adult education, Rosalie refocused into student services to assist students through their learning journey. She holds a Diploma in Teaching, Diploma in Adult Education, Certificate IV in Information Technology (Website Production) and a Certificate IV in Training & Assessment.
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