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.
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
Nationally Recognised Training
This course is ideal for people who have the following knowledge, skills or abilities:
Listening to others, not interrupting, and asking good questions.
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.
Confident in talking to others.
This course can help you get a job as:
This course can help you progress to:
Enquire with a provider for more details.
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