Certificate II in Customer Engagement (BSB20215)

Enquire Now

Course Description

The Certificate II in Customer Engagement (BSB20215) teaches students how to engage with customers using a range of media and technologies. Focusing on following workplace guidelines, students learn how to use engagement guides or scripts while responding to customer queries and processing customer complaints.

During the course students also become familiar with the standard methods of communication used in a modern workplace and how to determine the expectations and procedures in their own workplace.

The Certificate II in Customer Engagement (BSB20215) is a nationally recognised training qualification and part of the official Business Services Training Package.

Recognition of Prior Learning

The skills and knowledge that you bring to your studies through previous education or employment experience may be credited towards specific units in this course, which can help to shorten your course duration. Please enquire with a course provider to find out more.

Tafe

The Certificate II in Customer Engagement (BSB20215) is not available from any Tafe institutions on our database but may be available from other registered training organisations with Government Funding available in your area. See Course Providers.

Average Course Fee

Unknown

Average Duration

6 months

Online providers

On-campus providers

Nationally Recognised Training

Suitable For

This course is ideal for people who have the following knowledge, skills or abilities:

Active Listening

Listening to others, not interrupting, and asking good questions.

Clerical

Word processing, managing files and records, stenography and transcription, designing forms, and other office work.

Customer and Personal Service

Such as understanding customer needs, providing good quality service, and measuring customer satisfaction.

Speaking

Confident in talking to others.

Outcomes

This course can help you get a job as:

Job TitleAvg Salary
Customer Engagement Specialist$960 weekly pay
Customer Service Representative$960 weekly pay
Sales Specialist$960 weekly pay

This course can help you progress to:

Job TitleAvg Salary
Customer Engagement Manager$1,440 weekly pay
Customer Service Team Leader$1,440 weekly pay
Customer Engagement Manager$1,440 weekly pay
Customer Service Team Leader$1,440 weekly pay

Subjects

You will be required to complete a number of units of competencey for this qualifiation. Example units have been provided below but may vary for each provider.

BSBCMM201
Communicate in the workplace

This unit describes the skills and knowledge required to communicate in the workplace including gathering, conveying and receiving information and completing routine written correspondence. It applies to individuals who perform a range of routine workplace communication tasks using a limited range of practical skills and fundamental knowledge of effective listening, questioning and non-verbal communication in a defined context under direct supervision or with limited individual responsibility.

BSBCMM301
Process customer complaints

This unit describes skills and knowledge required to handle formal and informal negative feedback and complaints from customers. It applies to individuals who apply a broad range of competencies and 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.

BSBCUE203
Conduct customer engagement

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.

BSBCUE205
Prepare for work in a customer engagement environment

This unit describes the skills and knowledge required to participate in customer engagement operations, including defining the requirements and expectations of the organisation. It applies to individuals who perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge, working under direct supervision.

BSBCUE301
Use multiple information systems

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. It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team.

Enquire now for a full list of subjects

Enquire Now

Government Funding

Each state provides its own Government funding initiatives. Here is a list of funding initiatives that are available for this course.

NSW Smart and Skilled

NSW Smart and Skilled is the funding program in NSW for Vocational Education and Training (VET). NSW Smart and Skilled provides financial assistance to help people in NSW get the skills they need to find a job and advance their careers.

VIEW PROVIDERS

LEARN MORE

Course Providers

Filter by government funding, study mode and location.

Government Funding
Online
On Campus