Do you want to take the next step in your Customer Contact career?

Are you looking for practical training with great skills?

Would you like effective strategies to deal with complaints and work well in teams?

If this sounds like a career for you, read on to find out why our training services are the best in business!

CERTIFICATE III IN CUSTOMER ENGAGEMENT

BSB30215

A Future Skills WA course, subsidised by the Department of Training and Workforce Development. Century Group Pty Ltd TOID 6127 trading as Arrow

Training Services. We encourage people from diverse backgrounds and disabilities to apply for training. *Eligibility criteria and enrolment fees applyRTO # 6127

Engagement

To work in Customer Contact, you not only need the skills, you need to be knowledgeable, motivated and eager to learn. Whatever your reason for enrolling in this course, our qualified staff will ensure you are job ready to work in this exciting sector.

There are endless possibilities in what you can achieve post-graduation. The interpersonal, conceptual and practical skills learned through this qualification will help you unlock your potential and future career. The BSB30215 Certificate III in Customer Engagement will give you the qualification to open those doors.

• Customer contact agents or operators

• Customer services representatives

• Telesales representatives

CAREER OPTIONS

Our BSB30215 Certificate III in Customer Engagement is specifically designed for people who are looking to advance within the customer service industry via a traineeship.

BSB30215 Certificate III in Customer Engagement is a nationally accredited qualification and an industry endorsed program which has been created to provide training for people who are eager to advance their career in this exciting sector.

ABOUT THE COURSE

UNLOCK YOUR POTENTIAL!

• Scheduled face to face training sessions over 8 action packed topics

COURSE DURATION

Total duration is between 10 and 12 months depending on your prior experience.

Dedicated trainer visits to you in your workplace.

Course Materials & Resources

There are no prerequisites to gain entry into BSB30215 Certificate III in Customer Engagement, however;

• Students must undertake a Language, Literacy & Numeracy (LLN) test so that the appropriate academic support can be sourced throughout the course.

• Students must be currently employed within the Customer Contact sector

WE ALSO PROVIDE

ENTRY REQUIREMENTS

A Future Skills WA course, subsidised by the Department of Training and Workforce Development. Century Group Pty Ltd TOID 6127 trading as Arrow

Training Services. We encourage people from diverse backgrounds and disabilities to apply for training. *Eligibility criteria and enrolment fees applyRTO # 6127

To work in Customer Engagement, you not only need the skills, you need to be knowledgeable, motivated and eager to learn. Whatever your reason forenrolling in this course,our qualified staff will ensure you are job ready to work in this exciting sector.

There are no prerequisites to gain entryinto BSB30215 Certificate III in CustomerEngagement, however;

• Students must undertake a Language, Literacy & Numeracy (LLN) test so that the appropriate academic support can be sourced throughoutthe course.

• Students must be currently employed within the Customer Engagement Sector.

To work in Customer Contact, you not only need the skills, you need to be knowledgeable, motivated and eager to learn. Whatever your reason for enrolling in this course, our qualified staff will ensure you are job ready to work in this exciting sector.

There are endless possibilities in what you can achieve post-graduation. The interpersonal, conceptual and practical skills learned through this qualification will help you unlock your potential and future career. The BSB30215 Certificate III in Customer Engagement will give you the qualification to open those doors.

• Customer contact agents or operators

• Customer services representatives

• Telesales representatives

CAREER OPTIONS

Our BSB30215 Certificate III in Customer Engagement is specifically designed for people who are looking to advance within the customer service industry via a traineeship.

BSB30215 Certificate III in Customer Engagement is a nationally accredited qualification and an industry endorsed program which has been created to provide training for people who are eager to advance their career in this exciting sector.

ABOUT THE COURSE

UNLOCK YOUR POTENTIAL!

• Scheduled face to face training sessions over 8 action packed topics

COURSE DURATION

Total duration is between 10 and 12 months depending on your prior experience.

Dedicated trainer visits to you in your workplace.

Course Materials & Resources

There are no prerequisites to gain entry into BSB30215 Certificate III in Customer Engagement, however;

• Students must undertake a Language, Literacy & Numeracy (LLN) test so that the appropriate academic support can be sourced throughout the course.

• Students must be currently employed within the Customer Contact sector

WE ALSO PROVIDE

ENTRY REQUIREMENTS

A Future Skills WA course, subsidised by the Department of Training and Workforce Development. Century Group Pty Ltd TOID 6127 trading as Arrow

Training Services. We encourage people from diverse backgrounds and disabilities to apply for training. *Eligibility criteria and enrolment fees applyRTO # 6127

THE COURSE To achieve this qualification you need to successfully complete 12 units of study. This consists of 4 core units plus 8 elective units.

YOUR COURSE

WHS BSBWHS302 Apply knowledge of OHS legislation in the workplace

Customer Complaints BSBCMM301 Process customer complaints

Smooth Operator

BSBCCO307

BSBWOR301

Work effectively in customer contact

Organise personal work priorities and development

Innovation BSBINN301 Promote innovation in a team environment

Service BSBINM301 Organise workplace information

Information Systems

BSBCCO301

BSBINM302

Use multiple information systems

Utilise a knowledge management system

Delivering Service

BSBCCO309

BSBCUS301

Develop product and service knowledge for customercontact operation

Deliver and monitor a service to customers

Diverse Universe

BSBDIV301

BSBWOR201

Work effectively with diversity

Manage personal stress in the workplace

A Future Skills WA course, subsidised by the Department of Training and Workforce Development. Century Group Pty Ltd TOID 6127 trading as Arrow

Training Services. We encourage people from diverse backgrounds and disabilities to apply for training. *Eligibility criteria and enrolment fees applyRTO # 6127

Apply knowledge of WHS legislation in the workplace

Work effectivley in customer engagement

Develop product and service knowledge for customer engagement operation

BSBCUE307

BSBCUE301

BSBCUE309

COURSE UNITSA detailed view

WHSApply knowledge of WHS legislation in the workplace (BSBWHS302)This unit describes the performance outcomes, skills and knowledge required to understand work health and safety (WHS) Acts, regulations and codes of practice, and to contribute to actions to achieve compliance with WHS legislation in the workplace.

CUSTOMER COMPLAINTSProcess customer complaints (BSBCMM301)This unit describes the performance outcomes, skills and knowledge required to handle formal and informal negative feedback and complaints from customers. Operators may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.

SMOOTH OPERATORWork effectively in customer contact (BSBCCO307)This unit describes the performance outcomes, skills and knowledge required to conduct customer contact operations. It requires an understanding of organisational requirements, expectations, policies and procedures.

Organise personal work priorities and development (BSBWOR301)This unit involves 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. Operators may exercise discretion and judgement using appropriate theoretical knowledge of work scheduling and performance improvement to provide technical advice and support to a team.

INNOVATIONPromote innovation in a team environment (BSBINN301)This unit involves the skills and knowledge required to be an effective and proactive member of an innovative team.

Units are subject to change at any time at Arrow Training Services discretion.

INFORMATION SYSTEMSUse multiple information systems (BSBCCO301)This unit describes the performance outcomes, skills and knowledge required to use multiple information systems to research information and records, and to maintain up-to date customer information. This may involve navigation between information systems using multiple windows and the maintenance of systems data while interacting with a customer. Competence in this unit requires proficiency in the use of systems to analyse, research and resolve customer enquiries. It also requires basic troubleshooting skills to identify and report on issues that may arise with systems.

Utilise a knowledge management system (BSBINM302)This unit involves the skills and knowledge required to access and use, input into and contribute to monitoring, reviewing and improving a knowledge management system and work practices.

A Future Skills WA course, subsidised by the Department of Training and Workforce Development. Century Group Pty Ltd TOID 6127 trading as Arrow

Training Services. We encourage people from diverse backgrounds and disabilities to apply for training. *Eligibility criteria and enrolment fees applyRTO # 6127

Work effectively in customer engagement (BSBCUE307)

(BSBCUE301)

COURSE UNITSA detailed view

WHSApply knowledge of WHS legislation in the workplace (BSBWHS302)This unit describes the performance outcomes, skills and knowledge required to understand work health and safety (WHS) Acts, regulations and codes of practice, and to contribute to actions to achieve compliance with WHS legislation in the workplace.

CUSTOMER COMPLAINTSProcess customer complaints (BSBCMM301)This unit describes the performance outcomes, skills and knowledge required to handle formal and informal negative feedback and complaints from customers. Operators may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.

SMOOTH OPERATORWork effectively in customer contact (BSBCCO307)This unit describes the performance outcomes, skills and knowledge required to conduct customer contact operations. It requires an understanding of organisational requirements, expectations, policies and procedures.

Organise personal work priorities and development (BSBWOR301)This unit involves 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. Operators may exercise discretion and judgement using appropriate theoretical knowledge of work scheduling and performance improvement to provide technical advice and support to a team.

INNOVATIONPromote innovation in a team environment (BSBINN301)This unit involves the skills and knowledge required to be an effective and proactive member of an innovative team.

Units are subject to change at any time at Arrow Training Services discretion.

INFORMATION SYSTEMSUse multiple information systems (BSBCCO301)This unit describes the performance outcomes, skills and knowledge required to use multiple information systems to research information and records, and to maintain up-to date customer information. This may involve navigation between information systems using multiple windows and the maintenance of systems data while interacting with a customer. Competence in this unit requires proficiency in the use of systems to analyse, research and resolve customer enquiries. It also requires basic troubleshooting skills to identify and report on issues that may arise with systems.

Utilise a knowledge management system (BSBINM302)This unit involves the skills and knowledge required to access and use, input into and contribute to monitoring, reviewing and improving a knowledge management system and work practices.

A Future Skills WA course, subsidised by the Department of Training and Workforce Development. Century Group Pty Ltd TOID 6127 trading as Arrow

Training Services. We encourage people from diverse backgrounds and disabilities to apply for training. *Eligibility criteria and enrolment fees applyRTO # 6127

We are passionate about preparing students to take on leadership roles in the Customer Contact environment.

All training is delivered by us! We do not have third parties delivering on our behalf.

We will deliver training which assists you to develop the necessary skills, knowledge and attitude so you can respond confidently to many challenging and diverse contact center roles.

We have a dedicated trainers who will deliver your training face to face in your workplace so your supported every step of the way.

Arrow Training Services is a well known and respected registered training organisation with a reputation of producing qualified graduates who are well prepared and suited to a Customer Engagement team role.

COURSE UNITSA detailed view

OUR PROMISE

1300 737 977

Contact us at Arrow Training Services

SERVICEOrganise workplace information (BSBINM301)This unit involves the skills and knowledge required to gather, organise and apply workplace information in the context of an organisation’s work processes and knowledge management systems.

DELIVERING SERVICEDevelop product and service knowledge for customer contact operation (BSBCCO309)This unit describes the performance outcomes, skills and knowledge required to develop knowledge of products and services in preparation for customer contact in an inbound or outbound customer contact activity. Knowledge of products and services may be used for customer liaison, presenting information or for the sales process.

Deliver and monitor a service to customers (BSBCUS301)This unit covers topics on identifying customer needs and monitoring services provided to customers. Operators may exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.

DIVERSE UNIVERSEWork effectively with diversity (BSBDIV301)This unit involves the skills and knowledge required to recognise and interact productively with diversity in the workplace. It covers sensitive responses to, and interactions with, all manner of diversity that might be encountered during the course of work.

Manage personal stress in the workplace (BSBWOR201)This unit describes the performance outcomes, skills and knowledge required to conduct customer contact operations. It requires an understanding of organisational requirements, expectations, policies and procedures.

Units are subject to change at any time at Arrow Training Services discretion.

A Future Skills WA course, subsidised by the Department of Training and Workforce Development. Century Group Pty Ltd TOID 6127 trading as Arrow

Training Services. We encourage people from diverse backgrounds and disabilities to apply for training. *Eligibility criteria and enrolment fees applyRTO # 6127

Develop product and service knowledge for customer engagement operation (BSBCUE309)

We are passionate about preparing studentsto take on leadership roles in the CustomerContact environment.All training is delivered by us! We do nothave third parties delivering on our behalf.We will deliver training which assists youto develop the necessary skills, knowledgeand attitude so you can respond confidentlyto many challenging and diverse contactcenter roles.We have a dedicated trainers who willdeliver your training face to face in yourworkplace so your supported every step ofthe way.Arrow Training Services is a well known andrespected registered training organisationwith a reputation of producing qualifiedgraduates who are well prepared and suitedto a Customer Engagement team role.