SG00006400 Statement of Attainment in Business - Customer Engagement

Course overview

This short course has been designed to deliver training to individuals working in a range of complex customer service roles.

Duties at this level would include working with multiple communication channels, providing excellent customer service, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice, and capturing data. Individuals would work under supervision but may have some authority to delegate.

In addition this course develops learners’ knowledge and skills to work in a manner that is healthy and safe in relation to self and others as well as to manage stress in the workplace.

Eligibility Criteria

To be eligible to enrol into this course, learner must fit into at least one of the categories below:

  • a young person aged 17-24 at the commencement of training, regardless of employment status, including Year 12 school leavers
  • Commonwealth Government welfare benefit recipients
  • an unemployed person
  • an employed person who is expected to become unemployed (e.g. companies in declining industries, people whose employment is conditional on immediately undertaking work relevant training, workers who have been stood down or furloughed).

Eligible learner will also need to be:

  • living in NSW or working in NSW
  • be an Australian or New Zealand citizen, permanent resident or
  • humanitarian visa holder
  • no longer at school.

Career pathways

This skill set assists people working and/or seeking employment in property and business services with customer engagement industries including:

  • employees in call or contact centres, working with social media engagement or answering enquiries
  • working in private, public, non-profit organisations
  • workers in community groups, association, clubs.

Mode of delivery

  • Face to Face
  • Distance/online learning: digital classroom based that includes self-directed learning

Duration

Six weeks – three days a week.

Course Fee

This is a government subsidised fee-free training for eligible learners.

Course structure

There are 5 units of competency to complete.

4 units of competency Unit code Unit title Unit description
BSBWHS201 Contribute to health and safety of self and others This unit provides the student with the skills and knowledge required to work in a manner that is healthy and safe in relation to self and others and to respond to emergency incidents.
It covers following work health and safety (WHS) and emergency procedures and instructions, implementing WHS requirements and participating in WHS consultative processes.
BSBCUE203 Conduct customer engagement This unit provides the student with the skills and knowledge required to respond effectively to customer engagement while complying with requirements and using a variety of communication methods.
BSBCUS301 Deliver and monitor a service to customers This unit provides the student with the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.
In this role, individuals often exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over short or long term interactions.
BSBWOR201 Manage personal stress in the workplace This unit provides the student with the skills and knowledge required to understand signs and sources of stress within the broader framework of the job role and work environment.
It applies to individuals who usually work with some guidance and supervision in an environment where they are likely to encounter difficult customers and situations from time to time.
BSBDIV301 Work effectively with diversity This unit provides the student with the skills and knowledge required to understand signs and sources of stress within the broader framework of the job role and work environment. It applies to individuals who usually work with some guidance and supervision in an environment where they are likely to encounter difficult customers and situations from time to time.

Completion / Certification

Students who successfully complete 5 units of competency of this training as stated in the course structure will be issued with a nationally accredited Statement of Attainment.

This qualification is recognised nationally under the Australian Qualifications Framework.