Develop skills and knowledge to handle a range of customer requirements and support your team to deliver exceptional customer experiences.
Understanding your customer and their needs allows you to know what kind of service you should be providing. At the Certificate IV level, you are a leader with responsibility for your team’s outcome and how effectively they contribute to the customer’s overall experience at your business.
You will be able to pass on your knowledge of creating great customer experiences and help your staff engage customers to ensure they are always wanting to come back for more!
Duties at this level are varied and may include responding to complex customer requests, handling complaints, coaching staff and completing related administrative tasks.
Upon successful completion of this course, participants will be awarded a Certificate IV in Customer Engagement (BSB40315).
Possible job roles relevant to this qualification include:
There are no prerequisite units required for this qualification. However it is expected that participants have English language, literacy, and numeracy skills equivalent to at least Year 11 level.
Basic to intermediate computer skills are also required for entry into this qualification.
Prior to enrolment participants may choose to undertake an LLN assessment.
Units of Competency
The Certificate IV in Customer Engagement includes a total of 13 units:
3 Core and 10 Electives.
*Alternate elective units may be available upon request, but are not guaranteed.
OPTION 1 – Study Online
Study where and when it suits you by using our interactive elearning platform. You will have 12 months to complete this course at your own pace.
OPTION 2 – Study Online at our Facilities
You can complete the same online course at our facilities using our resources and equipment at no extra cost. We will also have staff available to provide additional support if required. Note: Subject to availability, bookings are essential.
OPTION 3 – Study in Class
Although we do not generally offer this course in-class we can schedule a 5 or 10 day face-to-face workshop for groups of 5 or more students. Note that there will be additional work required following the workshop.
OPTION 4 – Recognition of Prior Learning (RPL)
If you already have skills and experience relevant to this qualification you may be eligible for RPL. Contact us for a Free Skills Assessment to determine if this is the right option for you.
Suggested pathways for further study after completion of this qualification include:
Recognition of Prior Lerning (RPL)
Payment Plans may be available