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Area of Learning — BSB30215 Certificate III in Customer Engagement
The BSB30215 Certificate III in Customer Engagement qualification represents the role of individuals working in a range of complex customer service roles.
At this level responsibilities 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.
Forsythes Training program delivery includes on job, workshops and self-paced learning. Courses delivered by industry experienced instructors and facilitators
Throughout the course, students will be given Learner Guides, handouts, learning and assessment materials after presentations. Students are encouraged to participate in workshop activities as well, which include knowledge inquiries, role playing, case studies, workplace observations and third-party reports.
Workshops and coaching sessions will be held once a month with all the phone and email support you require.
To gain this qualification you need to complete the 12 listed units of competency below (4 core and 8 elective units), and work with access to workplace documents and stakeholders to support their training and assessment.
If participants aren’t currently working, they are required to inform Forsythes Training, as to provide alternative arrangements and resources.
To gain this qualification you need to complete the 15 listed units of competency (7 core and 8 elective units) below:
|Unit Code||Unit Name||Elective/Core|
|BSBCUS301||Deliver and monitor service to customers||Core|
|BSBCUE307||Work effectively in customer engagement||Core|
|BSBCUE309||Develop product and service knowledge for customer engagement operations||Core|
|BSBWOR203||Work effectively with others||Elective|
|BSBCUE304||Provide sales solutions to customers||Elective|
|BSBCUE308||Conduct outbound customer engagement||Elective|
|BSBWOR201||Manage personal stress in the workplace||Elective|
|BSBCMM301||Process customer complaints||Elective|
|BSBWHS302||Apply knowledge of WHS legislation in the workplace||Elective|
|BSBWOR301||Organise personal work priorities and development||Elective|
|BSBCUE301||Use multiple information systems||Core|
|BSBCUE203||Conduct customer engagement||Elective|
Forsythes Training recommends that you access our Student Information Handbook.
If there is anything in the handbook that needs further clarification, please do not hesitate to call Forsythes Training on 02 4058 2846 and one of our friendly team members will be more than happy to assist you.
Forsythes Training provides instructor-led computer training on a range of Microsoft Office and Adobe applications. We service Sydney, Newcastle, the Hunter Valley, Lake Macquarie, and the Central and Northern Coasts of New South Wales (NSW) Australia. With our mobile training room we can provide a range of courses on-site at your premises.
Forsythes Training is an established, trusted, quality training provider with an extensive list of corporate clients and individuals who have attended our training courses over the last twenty years in a variety of learning areas: