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BSB20215
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.
Delivery mode:On Campus / Online
Average duration:6 months
Accreditation: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.
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:
Please note that weekly pay figures are estimates only of what you could possibly earn.
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.
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.
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.
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.
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.
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.
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.
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.
We’ll find nearby campuses and check if you’re eligible for funding in your state.