Di-Monty Training Solutions

BSB30215

Certificate III in Customer Engagement

This qualification reflects the role of individuals working in a range of complex customer service roles. Duties at this level would include working with multiple communication channels, providing excellent customer service, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data. Individuals would work under supervision, but may have some authority to delegate.

Requires 12 units for the qualification, 4 core plus 8 electives.

Core Units

Use multiple information systems (BSBCUE301) (40 nom hours)
This unit describes the skills and knowledge required to use multiple information systems to research information and records, and to maintain up-to-date customer information.

Work effectively in customer engagement (BSBCUE307) (30 nom hours)
This unit describes the skills and knowledge required to conduct customer engagement operations. It requires an understanding of organisational requirements, expectations, policies and procedures.

Develop product and service knowledge for customer engagement operation (BSBCUE309) (30 nom hours)
This unit describes the skills and knowledge required to develop knowledge of products and services in preparation for customer engagement in an inbound or outbound customer engagement activity.

Deliver and monitor a service to customers (BSBCUS301) (35 nom hours)
This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.

Elective Units

8 elective units, of which: 2 units must be from Group A elective units below the remaining 6 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course.
Visit www.training.gov.au for a complete list of electives.

Group A

Conduct customer engagement (BSBCUE203) (100 nom hours)
This unit describes the skills and knowledge required to respond effectively to customer engagement while complying with requirements and using a variety of communication methods.

Process customer complaints (BSBCMM301) (30 nom hours)
This unit describes skills and knowledge required to handle formal and informal negative feedback and complaints from customers.

Work effectively with others (BSBWOR203) (15 nom hours)
This unit describes the skills and knowledge required to work cooperatively with others and deal effectively with issues, problems and conflict.

Organise personal work priorities and development (BSBWOR301) (30 nom hours)
This unit describes the skills and knowledge required to organise own work schedules, to monitor and obtain feedback on work performance and to maintain required levels of competence. This unit applies to individuals who exercise discretion and judgement and apply a broad range of competencies in various work contexts.

Group B

Identify and plan sales prospects (BSBSLS407) (60 nom hours)
This unit describes the skills and knowledge required to identify potential sales prospects by applying prospecting methods, and manage own sales performance by establishing a sales plan, while managing stress, time and sales-related paperwork.

Present, secure and support sales solutions (BSBSLS408) (60 nom hours)
This unit describes the skills and knowledge required to present sales solutions that respond to specific buying needs of a client and to use sales processes associated with securing prospect commitment to proceed with a sale.

Implement and monitor environmentally sustainable work practices (BSBSUS401) (40 nom hours)
This unit describes the skills and knowledge required to effectively analyse the workplace in relation to environmentally sustainable work practices and to implement improvements and monitor their effectiveness. It applies to individuals with responsibility for a specific area of work or who lead a work group or team and addresses the knowledge, processes and techniques necessary to implement and monitor environmentally sustainable work practices, including the development of processes and tools.

Apply knowledge of WHS legislation in the workplace (BSBWHS302) (20 nom hours)
This unit describes the, skills and knowledge required to understand and comply with work health and safety (WHS) Acts, regulations and codes of practice in the workplace. This unit applies to individuals who contribute to actions to achieve compliance with WHS legislation as part of their WHS responsibilities, which are in addition to their main
duties.

Manage personal stress in the workplace (BSBWOR201) (40 nom hours)
This unit describes the skills and knowledge required to understand signs and sources of stress within the broader framework of the job role and work environment. It applies to individuals who usually work with some guidance and supervision in an environment where they are likely to encounter difficult customers and situations from time to time. It typically applies in a contact centre environment owing to the very measured, structured, high volume and potentially repetitive nature of the work, but can apply in any work environment.