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.

On campus

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.

Start Date

Please see our Intake Dates page to see upcoming dates for enrolment into this course.


Pricing varies depending on the state you are taking the course in. Please see our Payment Schedule, or fill in an Eligibility Check for any government funding that may be available to you.

Payment plans are also available for some courses.


All assessments are competency based. You will be assessed against each unit of competency as well as the full qualification.
The type of assessment tasks may include:
Practical demonstration, Knowledge based test, Portfolio of evidence,
Case studies, Research projects, Oral questioning.

Course Delivery

This course is delivered by Everthought Education Perth.

RTO Code: 51681


What will you learn?

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:

Core Units

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

Elective Units

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

Recognition of skills

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.

Course Recognition

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.

Entry Requirements

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.

Enquiries and Enrolments

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.