Certificate IV Customer Engagement
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.
Please select a study mode from the list below.
The qualification is delivered through a combination of online and workplace or classroom based training and delivery.
You will be allocated a Trainer/Assessor who can provide you support over the phone or by email or face-to-face as required.
There are 3 compulsory (core) and 10 elective units, which can be selected from a wide range of units.
A sample course structure would be as follows:
|BSBCUS401||Coordinate implementation of customer service strategies|
|BSBLED401||Develop teams and individuals|
|BSBWHS401||Implement and monitor WHS policies, procedures and programs to meet legislative requirements|
|BSBCUS403||Implement customer service standards|
|BSBCUS402||Address customer needs|
|BSBCUE405||Survey stakeholders to gather and record information|
|BSBMKG402||Analyse consumer behaviour for specific markets|
|BSBSLS501||Develop a sales plan|
|BSBMGT402||Implement operational plan|
|BSBCUE403||Schedule customer engagement activity|
|BSBLDR402||Lead effective workplace relationships|
|BSBINM401||Implement workplace information system|
|BSBCUE407||Administer customer engagement technology|
This course can be taken through the process of Skills Recognition (Recognition of Prior Learning and/or Recognition of Current Competencies) gives those people with the relevant experience the opportunity to gain formal recognition for their competencies (skills and knowledge) gained through life, work and study, regardless of where, when and how they were achieved.
Participants are responsible for gathering evidence that will show they have the required competencies to the standard set out by the industry in the National Competency Standards.
This course meets the national training requirement for Qualification BSB40315 Certificate IV in Customer Engagement and all listed units. On successful completion of all units of competency you will be issued a nationally recognised Qualification in Certificate IV in Customer Engagement and a Record of Results listing your units.
If you only partially complete your qualification you will be issued a Statement of Attainment listing your completed units of competency.
There are no pre-requisite requirements for Certificate IV in Customer Engagement.
A reasonable level of language, literacy and numeracy skills are required to comprehend legislation and documentation.
If you have any questions regarding the course, or would like to enrol please fill in the eligibility check form on the right hand side of the page.