BSB40315

Certificate IV in 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.

The qualification is delivered by AMA Training Services under a fee for service or Traineeship arrangement where the student is employed in a customer contact role and completes the program at their own pace. Each student is assigned a trainer / assessor who will mentor and support the student as they progress through the qualification. Student receive a set of learning guides covering the units of competency selected.

Progressively as the student completes their learning guides and assignments, they will meet with their trainer / assessor who will assess their competency in a particular unit (s) of competency.

The assessment process includes a combination of verbal questioning and discussion, demonstration, gathering a portfolio of evidence, assignments and supervisor verification.

13 units are required to achieve this qualification as per the following:

  • 3 Core units
  • 10 Elective units:

 

CORE UNITS

BSBWHS401 – Implement and monitor WHS policies, procedures and programs to meet legislative requirements

This unit describes the performance outcomes, skills and knowledge required to implement and monitor the organisation’s work health and safety (WHS) policies, procedures and programs in the relevant work area in order to meet legislative requirements.

BSBCUS401 – Coordinate implementation of customer service strategies

This unit describes the performance outcomes, skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback.

BSBLED401 – Develop teams and individuals

This unit describes the performance outcomes, skills and knowledge required to determine individual and team development needs and to facilitate the development of the workgroup

GROUP A ELECTIVE UNITS (MINIMUM 4 UNITS REQUIRED FROM GROUP A)

BSBWOR403 – Manage stress in the workplace

This unit describes the skills and knowledge required to identify signs and sources of stress within job roles and according to key performance indicators (KPIs).

BSBCUS403 – Implement customer service standards

This unit describes the performance outcomes, skills and knowledge required to contribute to quality customer service standards, and to support personnel to implement customer service standards and systems within the organisation.

BSBMGT401 – Show leadership in the workplace

This unit describes the performance outcomes, skills and knowledge required to work with teams and individuals, their standard of conduct and the initiative they take in influencing others. At this level, work will normally be carried out within routine and nonroutine methods and procedures which require the exercise of some discretion and judgement.

BSBCUS402 – Address customer needs

This unit describes the performance outcomes, skills and knowledge required to manage the ongoing relationship with a customer, which includes assisting the customer to articulate their needs, meeting customer needs and managing networks to ensure customer needs are addressed.

BSBCUE404 – Collect, analyse and record information

This unit describes the skills and knowledge required to gather, collate and record information from a variety of sources, including database systems.

BSBCUE403 – Schedule customer engagement activity

This unit describes the skills and knowledge required to schedule customer engagement activity and manage customer engagement schedules using manual and electronic systems.

GROUP B ELECTIVE UNITS

BSBMGT402 – Implement operational plan

This unit describes the performance outcomes, skills and knowledge required to implement the operational plan by monitoring and adjusting operational performance, producing short term plans for the department/section, planning and acquiring resources and providing reports on performance as required.

BSBLDR402 – Lead effective workplace relationships

This unit defines skills, knowledge and outcomes required to use leadership to promote team cohesion. It includes motivating, mentoring, coaching and developing the team and forming the bridge between the management and team members.

BSBMGT403 – Implement continuous improvement

This unit describes the skills and knowledge required to implement the organisation’s continuous improvement systems and processes. It covers using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements.

BSBMKG413 – Promote products and services

This unit describes the performance outcomes, skills and knowledge required to coordinate and review the promotion of an organisation's products and services.

BSBHRM405 – Support the recruitment, selection and induction of staff

This unit describes the performance outcomes, skills and knowledge required to execute tasks associated with the recruitment cycle.

BSBINN301 – Promote innovation in a team environment

This unit describes the performance outcomes, skills and knowledge required to be an effective and proactive member of an innovative team.

HLTAID003 – Provide first aid

This unit of competency describes the skills and knowledge required to provide first aid response, life support, management of casualty(s), the incident and other first aiders, until the arrival of medical or other assistance. (Classroom based)

This qualification is typically completed within a 12 month period though it can take longer if completed as part of an on-the-job traineeship program.

Self Paced Learning

This is an alternative option for those that are unable to attend classroom based training. Each participant will be provided with a series of books, each containing a cluster of units. The books are easy to follow with some graphics included to help during the Training Program. On completion of the books, assessments are then conducted. First Aid must be completed in the classroom. AMA trainers / assessors are contactable at any time by telephone or email.

Course Fee (non-traineeship): $2,300.00* (price may reduce in case of credit transfer/national recognition of units)

Course Fee (traineeship): $2,150.00 (concession rates may apply)

 

* Payment plans are available

**Traineeship eligibility requirements apply. To find out more, visit our Traineeships page

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