CERTIFICATE III IN Course Code: BSB30215 CUSTOMER ENGAGEMENT Version 17.0

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1 CERTIFICATE III IN Course Code: BSB30215 CUSTOMER ENGAGEMENT Version 17.0

2 Welcome to Asset College! Asset College is a registered training organisation (RTO # 31718) delivering nationally recognised qualifications across Australia. Our scope includes accredited short courses, Certificate qualifications, Diplomas, Advanced Diplomas, Post Graduate Certificates and Post Graduate Diplomas in a range of industries. We have a team of industry professionals and industry partners across the country contributing to the development and delivery of our programs to ensure that you receive the highest quality training available. Nationally Recognised Qualifications Quality Outcomes Flexible Study Options More than 30,000 Qualifications issued! Why ASSET? Because knowledge and skills are your greatest assets; and skilled people are an organisations greatest assets. Our team will help you develop your knowledge and skills to take your career to the next level!

3 CERTIFICATE III IN CUSTOMER ENGAGEMENT Description What keeps customers coming back to a business and what makes them want to refer a business to their family and friends? The customer service they received of course! Employees that are able to communicate well with customers stand out above the rest and create exceptional experiences for those that step foot into a business. Employers are always on the lookout for people who can acquire great product knowledge, handle complaints effectively and in turn, wow their customers. Career Outcomes A Certificate III in Customer Engagement (BSB30215) will be awarded upon successful completion of this course. Possible job roles relevant to this qualification are: Customer Service Agents and Operator Customer Services Representative Call Centre Operator

4 Entry Requirements There are no formal prerequisites required for this qualification. However, it is expected that participants have English language, literacy, and numeracy skills equivalent to at least Year 10 level. Basic computer skills are also required for entry into this qualification. Participants may choose to undertake an LLN assessment with one of our qualified assessors prior to committing to their enrolment in this qualification. Subjects Total number of units = 12 4 core units 8 elective units

5 CORE UNITS BSBCUE301 Use multiple information systems BSBCUE307 Work effectively in customer engagement BSBCUE309 Develop product and service knowledge for customer engagement operation BSBCUS301 Deliver and monitor a service to customers ELECTIVE UNITS BSBCUE203 Conduct customer engagement BSBCMM301 Process customer complaints BSBITU203 Communicate electronically BSBWOR203 Work effectively with others BSBWOR301 Organise personal work priorities and development BSBWHS201 Contribute to health and safety of self and others BSBDIV301 Work effectively with diversity BSBINN301 Promote innovation in a team environment Detailed descriptions of each unit can be provided on request or by viewing the National VET Register Alternate electives may be available on request.

6 Delivery & Assessment OPTION 1 - Study Online Study this qualification when and where it suits you. You will be provided access to our interactive and easy to use elearning platform. Each unit includes some reading materials and a series of assessment activities. Typically, this will include: Written questions Case studies or practical activities that can be based on real or simulated work environments Projects requiring you to demonstrate that you can apply the knowledge and skills Everyone learns at different rates however we estimate hours to complete each unit within a Certificate III. OPTION 2 - Study at our Facilities Although we do not offer this program through a formal classroom delivery mode we do have facilities that you can use where face-to-face support is available as required. You will complete the same online course but have use of our facilities and resources at no extra cost. Please note this is not available at all locations and is subject to availability. Bookings with your nearest branch are essential.

7 OPTION 3 - Recognition of Prior Learning (RPL) For each unit of competency, candidates will be given the option to demonstrate competency through a combination of any of the following: Written or verbal questions demonstrating the required knowledge Case studies or practical activities demonstrating the required skills Projects based on a real or simulated workplace Portfolio of evidence which may include: Prior qualifications, both accredited and non-accredited Employment history such as position descriptions and performance appraisals Industry appointments such as board and committee roles Publications and journals Samples of work and other relevant documents, photos, videos, etc. Testimonials and other references from verifiable sources Each candidate is assessed individually. Our assessment team will validate the evidence supplied and conduct mapping against the evidence requirements for each unit. Where required, assessors will request additional evidence and provide guidance on suitable types of evidence for the candidate to supply. OPTION 4 - Mixed Mode Study Recognition of Prior Learning is determined at unit level so if you have some relevant skills and experience you may be able to complete some units through RPL and others online. Similarly, if you need extra support with some units then you may choose to study some units online and others at our facilities.

8 Course Fees To view the course fees for this qualification please visit link below : We accept payments by cash, cheque, bank deposit and credit card (Visa, MasterCard and American Express). Save money with Recognition of Prior Learning (RPL) Additional fees apply for gap training (if required). Candidates may submit their resume (or similar work history) and prior qualifications for a no-obligation initial assessment at no cost. This free assessment cannot guarantee that candidates will be eligible for this qualification entirely through RPL as all evidence must be reviewed and mapped to make this determination. Study Now, Pay Later No Deposit up to 12 months interest free Conditions Apply Terms and conditions available on /zipmoney

9 Testimonials Awesome trainers. Awesome courses. Can t go wrong with I highly recommend anyone thinking of gaining any qualifications to contact Mark and the team. Professional results from a very professional training provider. these guys Troy C. Luke B. Asset Training Australia provided me with the perfect RPL process for my needs. The process was simple, efficient and cost effective I found your assistance and processes exceptionally thorough and focused on helping the student to achieve success in the most direct and efficient manner. Your fees for the service were more than competitive and your personal guidance was extremely beneficial. Molly R. Peter W. Join Our Community! facebook.com/assettrainingaustralia plus.google.com/u/1/+asseteduau/posts twitter.com/asset_training linkedin.com/company/asset-training-australia

10 Customer Asset COllege Certificate II in Customer Engagement Certificate III in Customer Engagement Certificate IV in Customer Engagement Diploma of Customer Engagement Other Asset College! Asset College is registered to deliver over 70 different qualifications Australia wide. This includes qualifications in the following fields: Business Business Administration Customer Engagement Human Resources Quality Auditing Project Management Firearms Safety Security Operations Security and Risk Management Work Health and Safety First Aid Retail Investigations Community Services Education and Training Community Justice Services Foundation Skills Hospitality Leadership and Management Marketing and Communication Outdoor Recreation Small Business Management Franchising Mining and Construction