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BSB30120

Certificate III in Business (Customer Engagement)

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Course Description

Get an edge over the competition and learn all the fundamental skills you need to succeed in a sales or office environment. With a specialised focus on sales and liaising with customers, the BSB30120 Certificate III in Business (Customer Engagement) will improve your customer service skills and boost your job performance and career prospects.

During the course, you will learn how to:

  • Assist with WHS
  • Participate in sustainable work practices
  • Communicate in the workplace
  • Apply critical thinking
  • Support personal wellbeing at work
  • Design and produce business documents
  • Design and produce spreadsheets
  • Deliver and monitor services to customers
  • Provide advice on products and services
  • Assist with customer difficulties
  • Process customer complaints

This course is suited to people who have no experience and are looking to gain employment in a sales or office environment in an organisation that has with a strong focus on customer service or sales. The Certificate III in Business (Customer Engagement) is also a good option if you are already working in business or sales and want to formalise your experience and improve your skills to boost your job performance and prospects.

If you are an existing worker or have experience in the related industry, please inform our enrolment consultants during your enrolment conversation. You may be eligible to enrol as an existing worker and complete your studies faster. Please note - limitations do apply.

Potential career outcomes

  • Clerical officer
  • Customer Service Representative
  • General Clerk

Course Details

Course number E1402
Qualification name BSB30120 Certificate III in Business (Customer Engagement)
Course duration Self paced - maximum of 12 months
Delivery Method Online (via OpenSpaceX)
Recognition Nationally Recognised Nationally Recognised Training
Assessments Multiple choice questions, Projects, Role plays, Video, Written assessments
Awarded by Open Colleges Pty Ltd (Provider number: 90796)

Requirements

Entry Requirements

There are no mandated education entry requirements for this qualification, per the BSB Business Services Training Package.

 

Mandatory Entry Requirements

Access to a modern computer with high-speed internet

Access to Microsoft office or equivalent

Access to a device with audio & video capabilities

Access to people to participate in role plays & assessments

 

Recommended Local Entry Requirements

  • Are 18 years old (note - students under 18 will need permission from a parent or guardian to enrol)
  • Have language, literacy and numeracy skills that ensure the ability to read and comprehend technical terms and communicate effectively through email. These skills are equivalent to those that would be required to successfully complete Year 10 or ACSF Level 2.
  • Basic computing skills

Minimum age

You will need to be at least 18 years old.

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.

Subjects

Open Colleges may make changes to the course from time to time to reflect changes introduced to the relevant Training Package or other regulatory requirements. Please download the course guide for current information about the course and its status.

Module 1

  • Assist with incorporating WHS policies and procedures into work team processes
  • Contribute to consultative arrangements for managing WHS
  • Contribute to organisational procedures for providing WHS training
  • Participate in identifying hazards, and assessing and controlling risks for the work area

Module 2

  • Measure sustainable work practices
  • Support sustainable work practices
  • Seek opportunities to improve sustainable work practices

Module 3

  • Establish practices that support individual differences in the workplace
  • Work effectively with individual differences
  • Assess use of inclusive practices

Module 4

  • Plan workplace communication
  • Undertake routine communication
  • Participate in workplace communication

Module 5

  • Prepare to address workplace problem
  • Evaluate solutions for workplace problem
  • Finalise and review solution development process

Module 6

  • Recognise factors that impact personal wellbeing
  • Plan communication with supervisor
  • Communicate with supervisor
  • Investigate available wellbeing resources

Module 7

  • Organise and complete own work schedule
  • Evaluate own work performance
  • Coordinate personal skill development and learning

Module 8

  • Select and prepare resources
  • Design document
  • Produce document
  • Finalise document

Module 9

  • Select and prepare resources
  • Plan spreadsheet design
  • Create spreadsheet
  • Produce charts
  • Finalise and present spreadsheets

Module 10

  • Identify customer needs
  • Deliver a service to customers
  • Evaluate customer service delivery

Module 11

  • Develop product and service knowledge
  • Respond to customer requests
  • Enhance information provided

Module 12

  • Deal with customer complaints
  • Process refunds and exchanges
  • Deal with difficult customers
  • Provide feedback on customer service

Module 13

  • Receive complaints
  • Process complaints
  • Resolve complaints

Payment Options

Pay in Full

You can choose to pay your course fees in full upon enrolment and benefit from a 10% discount (unless otherwise advertised).

Pay 50% & Payment Plan Combo

You can also choose to pay 50% of your total course fees upon enrolment and the balance on a Payment Plan.  When you do, you’ll benefit from 50% of the standard Pay in Full discount (unless otherwise advertised).

Payment Plan

You can choose to pay for your course in weekly or fortnightly instalments. By paying in instalments, you can schedule your payments around your regular outgoings and get ahead without breaking the bank. Open Colleges payment plans are interest-free.

Zip Money Payment Plan

If you need a little more flexibility with your finances and would like to pay off your course fees over a longer period of time, we can assist by organising Zip Money to pay your course fees directly to us on your behalf, and you pay this loan back to Zip Money over an agreed period of time. Zip Money provides you flexible options of selecting a 24, 36 or 48 months interest-free, payment plan (dependant on which course you’re enrolling into) to suit your lifestyle, giving you more flexibility than ever before.

BPAY®

With BPAY®, you’re able to pay quickly and securely, 24/7 through your internet, mobile or phone banking service. You can choose when, how much and from which account to pay from - whatever works for you. BPAY® is only available when paying in full. Call an Enrolment Consultant to find out more. 

BPAY® is a trademark of BPAY Pty Ltd ABN 69 079 137 518. Check if BPAY® is right for you by reading the terms and conditions available from your Financial Institution.

Trainers

Holly Radford

Holly is an enthusiastic and dedicated professional with over 20 years experience in business administration, account management, marketing and print. She has also been working within the education and training industry since 2013, in both a face-to-face and online capacity and is passionate about the power of education. Holly runs a small online business and holds a position on the Australian Institute of Office Professionals (AIOP) WA Division Committee.

Holly holds a Bachelor of Commerce, Diploma of Business Administration, Diploma of Business, Diploma of Marketing Communication, Diploma of Social Media Marketing, Certificate IV in Training & Assessment and a Certificate III in Printing & Graphic Arts.

 

SAVE 35% OFF

Selected course fees when you pay upfront.

Voucher code: WINTERISCOMING

Offer ends on Tuesday 31st May 2022 at 11:59pm AEST.

*Terms & conditions

Course at a Glance

icon for career outcomes

Career Outcomes

  • checkClerical officer
  • checkCustomer Service Representative
  • checkGeneral Clerk
computer

Delivery Method

Online (via OpenSpaceX)

credit_score

Payment

Flexible payment options available

Recognition

Nationally recognised

Nationally Recognised Training

Course at a Glance

icon for career outcomes

Career Outcomes

  • checkClerical officer
  • checkCustomer Service Representative
  • checkGeneral Clerk
computer

Delivery Method

Online (via OpenSpaceX)

credit_score

Payment

Flexible payment options available

Recognition

Nationally recognised

Nationally Recognised Training

SAVE 35% OFF

Selected course fees when you pay upfront.

Voucher code: WINTERISCOMING

Offer ends on Tuesday 31st May 2022 at 11:59pm AEST.

*Terms & conditions

Get an edge over the competition and learn all the fundamental skills you need to succeed in a sales or office environment. With a specialised focus on sales and liaising with customers, the BSB30120 Certificate III in Business (Customer Engagement) will improve your customer service skills and boost your job performance and career prospects.

During the course, you will learn how to:

  • Assist with WHS
  • Participate in sustainable work practices
  • Communicate in the workplace
  • Apply critical thinking
  • Support personal wellbeing at work
  • Design and produce business documents
  • Design and produce spreadsheets
  • Deliver and monitor services to customers
  • Provide advice on products and services
  • Assist with customer difficulties
  • Process customer complaints

This course is suited to people who have no experience and are looking to gain employment in a sales or office environment in an organisation that has with a strong focus on customer service or sales. The Certificate III in Business (Customer Engagement) is also a good option if you are already working in business or sales and want to formalise your experience and improve your skills to boost your job performance and prospects.

If you are an existing worker or have experience in the related industry, please inform our enrolment consultants during your enrolment conversation. You may be eligible to enrol as an existing worker and complete your studies faster. Please note - limitations do apply.

Potential career outcomes

  • Clerical officer
  • Customer Service Representative
  • General Clerk
Course number E1402
Qualification name BSB30120 Certificate III in Business (Customer Engagement)
Course duration Self paced - maximum of 12 months
Delivery Method Online (via OpenSpaceX)
Recognition Nationally Recognised Nationally Recognised Training
Assessments Multiple choice questions, Projects, Role plays, Video, Written assessments
Awarded by Open Colleges Pty Ltd (Provider number: 90796)

Entry Requirements

There are no mandated education entry requirements for this qualification, per the BSB Business Services Training Package.

 

Mandatory Entry Requirements

Access to a modern computer with high-speed internet

Access to Microsoft office or equivalent

Access to a device with audio & video capabilities

Access to people to participate in role plays & assessments

 

Recommended Local Entry Requirements

  • Are 18 years old (note - students under 18 will need permission from a parent or guardian to enrol)
  • Have language, literacy and numeracy skills that ensure the ability to read and comprehend technical terms and communicate effectively through email. These skills are equivalent to those that would be required to successfully complete Year 10 or ACSF Level 2.
  • Basic computing skills

Minimum age

You will need to be at least 18 years old.

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.

Open Colleges may make changes to the course from time to time to reflect changes introduced to the relevant Training Package or other regulatory requirements. Please download the course guide for current information about the course and its status.

Module 1

  • Assist with incorporating WHS policies and procedures into work team processes
  • Contribute to consultative arrangements for managing WHS
  • Contribute to organisational procedures for providing WHS training
  • Participate in identifying hazards, and assessing and controlling risks for the work area

Module 2

  • Measure sustainable work practices
  • Support sustainable work practices
  • Seek opportunities to improve sustainable work practices

Module 3

  • Establish practices that support individual differences in the workplace
  • Work effectively with individual differences
  • Assess use of inclusive practices

Module 4

  • Plan workplace communication
  • Undertake routine communication
  • Participate in workplace communication

Module 5

  • Prepare to address workplace problem
  • Evaluate solutions for workplace problem
  • Finalise and review solution development process

Module 6

  • Recognise factors that impact personal wellbeing
  • Plan communication with supervisor
  • Communicate with supervisor
  • Investigate available wellbeing resources

Module 7

  • Organise and complete own work schedule
  • Evaluate own work performance
  • Coordinate personal skill development and learning

Module 8

  • Select and prepare resources
  • Design document
  • Produce document
  • Finalise document

Module 9

  • Select and prepare resources
  • Plan spreadsheet design
  • Create spreadsheet
  • Produce charts
  • Finalise and present spreadsheets

Module 10

  • Identify customer needs
  • Deliver a service to customers
  • Evaluate customer service delivery

Module 11

  • Develop product and service knowledge
  • Respond to customer requests
  • Enhance information provided

Module 12

  • Deal with customer complaints
  • Process refunds and exchanges
  • Deal with difficult customers
  • Provide feedback on customer service

Module 13

  • Receive complaints
  • Process complaints
  • Resolve complaints

Pay in Full

You can choose to pay your course fees in full upon enrolment and benefit from a 10% discount (unless otherwise advertised).

Pay 50% & Payment Plan Combo

You can also choose to pay 50% of your total course fees upon enrolment and the balance on a Payment Plan.  When you do, you’ll benefit from 50% of the standard Pay in Full discount (unless otherwise advertised).

Payment Plan

You can choose to pay for your course in weekly or fortnightly instalments. By paying in instalments, you can schedule your payments around your regular outgoings and get ahead without breaking the bank. Open Colleges payment plans are interest-free.

Zip Money Payment Plan

If you need a little more flexibility with your finances and would like to pay off your course fees over a longer period of time, we can assist by organising Zip Money to pay your course fees directly to us on your behalf, and you pay this loan back to Zip Money over an agreed period of time. Zip Money provides you flexible options of selecting a 24, 36 or 48 months interest-free, payment plan (dependant on which course you’re enrolling into) to suit your lifestyle, giving you more flexibility than ever before.

BPAY®

With BPAY®, you’re able to pay quickly and securely, 24/7 through your internet, mobile or phone banking service. You can choose when, how much and from which account to pay from - whatever works for you. BPAY® is only available when paying in full. Call an Enrolment Consultant to find out more. 

BPAY® is a trademark of BPAY Pty Ltd ABN 69 079 137 518. Check if BPAY® is right for you by reading the terms and conditions available from your Financial Institution.

Holly Radford

Holly is an enthusiastic and dedicated professional with over 20 years experience in business administration, account management, marketing and print. She has also been working within the education and training industry since 2013, in both a face-to-face and online capacity and is passionate about the power of education. Holly runs a small online business and holds a position on the Australian Institute of Office Professionals (AIOP) WA Division Committee.

Holly holds a Bachelor of Commerce, Diploma of Business Administration, Diploma of Business, Diploma of Marketing Communication, Diploma of Social Media Marketing, Certificate IV in Training & Assessment and a Certificate III in Printing & Graphic Arts.

 

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