Diploma of Customer Engagement

Learn to devise and implement customer service strategies to WOW customers at a management level.

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Overview

BSB50315 Diploma of Customer Engagement

Our Diploma of Customer Engagement provides you with vital skills to lead your team, ensuring quality experience for the customers that choose your business.

This course can be tailored to suit your individual customer service requirements based on your organisations needs. This is perfect for Managers who need a specific customer service skill set and want to pass that knowledge along to their staff.

You will learn to:

  • Develop extensive product knowledge
  • Processes for solving customer complaints
  • How to effectively train and support your service staff
  • Handle complex multi-channel customer interactions
  • Promote continuous improvement

Course Outcomes

One course offers many courses of action and pathways for you.

Upon successful completion of this course, you will be awarded a Diploma of Customer Engagement (BSB50315).

Possible job outcomes may include:

  • Customer Service Manager
  • Contact Centre Manager
  • Customer Contact Segment Manager
  • Quality Assurance Officer
  • Complex Enquiry Customer Service Manager

Entry Requirements

What do I need before I start?

There are no formal prerequisite units required for entry into this course.

You will however require intermediate English language, literacy and numeracy (LLN) skills.

Before commencing this course, you will be required to undertake an Online LLN ASSESSMENT. Upon enquiry, you will be sent an invitation to complete.

If you are completing the course via an online or RPL delivery mode, you will need access to a computer with word processing, PDF reader capabilities and an internet connection.

Please be advised we are unable to train students on a student visa. You must find a CRICOS registered training provider.

What will I need to provide to enrol?

  • Enrolment Form
  • USI
  • Photo Identification
  • Completion of LLN assessment
  • Copies of previous qualifications
  • Payment

Units of Competency

To complete this course you must demonstrate competency in a total of 10 units. These units have been selected to give you the most comprehensive overview of customer service requirements at a management level.

Core Units

  • BSBCUE504 Integrate customer contact operations in the organisation
  • BSBLED501 Develop a workplace learning environment
  • BSBMGT516 Facilitate continuous improvement

Elective Units*

  • BSBCUE403 Schedule customer engagement activity
  • BSBCUS501 Manage quality customer service
  • BSBHRM405 Support the recruitment, selection and induction of staff
  • BSBINN502 Build and sustain an innovative work environment
  • BSBRSK501 Manage risk
  • BSBSLS502 Lead and manage a sales team
  • BSBWHS521 Ensure a safe workplace for a work area

You can view the full list of units available to study within this qualification on training.gov.au.

*If you wish to change one or more of your elective units please contact us. While we endeavour to be able to provide all options, changes to elective units cannot be guaranteed. The cost for custom unit packaging is $500 per qualification for full study or $250 for RPL.

Delivery Options

Standard Online Delivery

1 unit per month for 12 months. Includes regular contact with a trainer. Should allow 20 – 25 hours per week to study.

Accelerated Learning

For people with prior knowledge, skills or qualifications. 2 units per month for 6 months. Should allow 30 – 40 hours per week to study.

Assessment Only / RPL

For people with evidence of their extensive experience.

We aim to have all RPL assessments finalised within 12 weeks but it is usually much quicker. The actual timeframe depends on the course you are seeking RPL for, how long it takes you to supply the evidence and how long it takes us to verify your evidence.

You can complete our Free Skills Assessment right now to determine if this is the right option for you.

Custom Enrolment

If you wish to customise your course, change your elective units or study load please contact us to request an individual learning plan.

The number of hours outlined is a guide only and each individual will learn at a different pace. Students may request an extension or submit their assessments early as required to suit their individual learning needs.

Pathways

After completing this course you may wish to further your studies with:

Course Fees

Course Fees

This qualification is available through online study or RPL. You can also opt to complete some units by RPL and some units through online study.

Online Study – $4100

RPL – $2350

Payment Options

Online Study

1. Pay as you go

Pay for each unit of your course as you commence it. Please view our Course Fees brochure to see first payment required plus fee per unit for your specific qualification.

2. zipMoney

Up to 6 months interest free on zipMoney. Best for people with an existing zipMoney account.

3. Study Pay

Interest free weekly or fortnightly instalments. Best for people looking for a low-fee direct deposit payment plan option.

RPL

Individualised quotes will be discussed with our RPL Manager after submission of a free skills assessment. Please read the full outline on our RPL process here.

1. 2 split payments

Pay 50% of the course fees to begin your RPL, with 50% due on completion before your certificate is issued.

2. zipMoney or Study Pay payment plans (as outlined above).

Other Information

Please read our Course Fees and Refund policy here.

Extension Request Fees

Should you require an extension on your study, an extension fee of $100 per request per month is required.

Assessment Re-Submission Fees

Should you be deemed not competent after 2 attempts at a unit of competency, an assessment re-submission fee of $100 will apply per assessment.

Re-Enrolment

Should you wish to cancel your course or your enrolment is cancelled by us due to no progress and you then wish to re-enrol, a re-enrolment fee of 25% of the standard course fee will apply if requested within 3 months of initial cancellation. If re-enrolment is requested within 4 – 12 months of initial cancellation, 50% of the standard course fee will apply.

Testimonial

“Firstly, I’d like to thank everyone there for the help I received in completing my Certificate IV in Training and Assessment. Your company is so professional and helpful, and I wish I had started the course with you to begin with.”
Michelle Bartz
Diploma of Customer Engagement
State Winner

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