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.

Certificate III in Customer Engagement

Course Dates Call 02 4922 0122 for the next course date
Training Format Workshop/Classroom
Course Fee This training is subsidised by the NSW Government
Duration 11 face-to-face workshops with workplace observations plus monthly coaching sessions

Courses delivered by industry experienced instructors and facilitators

This training is subsidised by the NSW Government

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.

Units of Competency

Code Title Core/Elective
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 click here to access.

If there is anything in the handbook that needs further clarification, please do not hesitate to call Forsythes Training on 4922 0122 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.

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