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This course has been replaced by a new qualification

BSB20215

Certificate II in Customer Engagement

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.

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Delivery mode:
Distance / On Campus / Online / Workplace

Average duration:
6 months

Accreditation:
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 Title
Average Salary
$960 weekly pay
$1,050 weekly pay

This course can help you progress to:

Job Title
Average Salary
$1,150 weekly pay
$1,250 weekly pay
$1,150 weekly pay
$1,350 weekly pay

Please note that weekly pay figures are estimates only of what you could possibly earn.

Units of Competency

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
BSBCMM301 Process customer complaints
BSBCUE203 Conduct customer engagement
BSBCUE205 Prepare for work in a customer engagement environment
BSBCUE301 Use multiple information systems
Enquire for a full list

Nationally Recognised Training

This is a nationally recognised course delivered by Registered Training Organisations (RTOs). RTOs are strictly regulated by the Australian Skills Quality Authority (ASQA). This guarantees you will be studying a quality-assured and nationally recognised qualification.

Recognition of Prior Learning

RTOs are also able to offer Recognition of Prior Learning for work experience or formal qualifications you may have undertaken to shorten the time you have to study. Ask a course provider for more details during the enrolment process.

Payment Options

Course providers may offer flexible payment options for those who do not wish (or are unable) to pay their tuition fees outright. There is usually a discount for those who pay their tuition fees upfront.

Enquire with a course provider to find out more.

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We’ll find nearby campuses and check if you’re eligible for funding in your state.

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