Course Description

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.

Ideal for those working in a contact centre role, this course will give you the skills to provide 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.

Course number E0160
Qualification name BSB30215 Certificate III in Customer Engagement
Course duration Maximum 24 months
Delivery Method Online
Recognition Nationally Recognised Nationally Recognised Training
Assessments Case Studies, Demonstrations, Knowledge tests, Multiple Choice Questions, Presentations, Projects, Scenario-Based Question , Short-Answer Questions, Written Reports
Awarded by
  • North Coast TAFE (Provider number: 90010)

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.

Ideal for those working in a contact centre role, this course will give you the skills to provide 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.

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.

 

Note: Courses offered by Open Colleges on behalf of North Coast TAFE 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.

Module 1

  • 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
  • Recognise individual differences and respond appropriately
  • Work effectively with individual differences
  • Implement procedures to send and receive electronic mail
  • Log into software for sending and receiving email in accordance with organisational requirements
  • Check outgoing email for accuracy and ensure any required attachments are prepared in accordance with organisational and service provider requirements
  • Identify urgent, confidential, personal, suspicious or potentially dangerous email and take appropriate actions
  • Deal with returned email in accordance with organisational policies and procedures
  • Manage electronic mail
  • Set security levels and/or filters for incoming email in accordance with organisational requirements
  • Create and maintain individual mailboxes in accordance with organisational requirements
  • Store email and/or attachments in accordance with organisational requirements
  • Empty inboxes and archive or permanently delete in accordance with organisational requirements
  • Prepare and maintain electronic mailing lists in accordance with organisational requirements
  • Collaborate online
  • Identify software to be used in collaboration
  • Ensure online collaboration is undertaken in accordance with organisational policy procedures and net etiquette (netiquette)
  • Respond to posts or communications in accordance with agreed parameters, organisational requirements and netiquette

Module 2

  • 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
  • Collect and assess information
  • Organise information
  • Review information needs

Module 3

  • Identify customer needs
  • Deliver a service to customers
  • Monitor and report on service delivery
  • Respond to complaints
  • Refer complaints
  • Exercise judgement to resolve customer service issues
  • 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

Module 4

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

Module 5

  • Identify requirements of customer engagement role
  • Manage personal performance
  • Maintain a professional approach to employment
  • Participate in a workplace team
  • Access a range of information systems
  • Process customer information using multiple information systems
  • Identify and rectify information system and processing errors

Education

There are no formal education entry requirements for this course.

Minimum age

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.

English

This course involves reading learner guides and undertaking a range of written assessments and 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.

Computing

You will need access to a computer and the internet and have basic computing skills. Minimum specifications for your computer are:

All users:

  • 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.

Windows users:

  • 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)

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 offers this qualification in association with North Coast TAFE (Provider number: 90010). The testamur will be issued by North Coast TAFE.

Start learning for less. Our payment options could help you make considerable savings on the cost of this course. 

 

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