Customer Engagement

The skills, knowledge, and qualification to step up.

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BSB40315 Certificate IV in Customer Engagement

13 Units 3 Core Units 10 Electives

4 units must be selected from Group A and the remaining 6 from Group A or B or any from another Certificate IV or Diploma qualification. 2 units may also be from a Certificate III level qualification.

Core Units

BSBCUS401 Coordinate implementation of customer service strategies
BSBLED401 Develop teams and individuals
BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements 

Elective Units

Group A  
BSBCUE405 Survey stakeholders to gather and record information
BSBCUS402 Address customer needs
BSBMGT401 Show leadership in the workplace
BSBCUS403 Implement customer service standards
BSBWOR403 Manage stress in the workplace
   
Group B  
BSBHRM405  Support the recruitment, selection and induction of staff
BSBINN301 Promote innovation in a team environment
BSBLDR402 Lead effective workplace relationships
BSBMGT402 Implement operational plan
BSBMGT403 Implement continuous improvement
BSBPMG411 Apply project quality management techniques
BSBPMG415 Apply project risk management techniques
BSBPMG522 Undertake project work
BSBRES411 Analyse and present research information
BSBSLS501 Develop a sales plan
BSBSUS401 Implement and monitor environmentally sustainable work practices

BSB50315 Diploma of Customer Engagement

10 Units 3 Core Units 7 Electives

2 units must be selected from Group A and the remaining 5 from Group A or B or any from another Diploma or Advanced Diploma qualification. 2 units may also be from a Certificate IV level qualification.

Core Units

BSBCUE504 Integrate customer contact operations in the organisation
BSBLED501  Develop a workplace learning environment
BSBMGT516 Facilitate continuous improvement

Elective Units

Group A

BSBAUD501 Initiate a quality audit
BSBCUS501 Manage quality customer service
BSBSLS501 Develop sales plan

Group B

BSBCOM603 Plan and establish compliance management systems
BSBDIV601 Develop and implement diversity policy
BSBHRM405 Support the recruitment, selection and induction of staff
BSBHRM512 Develop and manage performance-management processes
BSBHRM604 Manage employee relations
BSBINM501 Manage an information or knowledge management system
BSBINN502 Build and sustain an innovative work environment
BSBLED502 Manage programs that promote personal effectiveness
BSBMGT605 Provide leadership across the organisation
BSBMGT615 Contribute to organisation development
BSBRSK501 Manage risk
BSBSUS501 Develop workplace policy and procedures for sustainability
BSBWOR403 Manage stress in the workplace
BSBWOR502 Lead and manage team effectiveness
BSBWHS521 Ensure a safe workplace for a work area