Certificate III in Customer Contact (BSB30211)
Who is this program for?
The Certificate III in Customer Contact is designed for customer service representatives looking to develop their skills and expertise. Participants will generally be working in a customer service industry or are after the skills to be able to work in the industry. The course teaches customer contact techniques for delivering product knowledge, dealing with customer complaints, managing stress, leadership and work development.
What will I learn?
- New customer service techniques
- Fine tune existing customer contact skills
- Identify customer needs
- Implement business improvement procedures
- Plan and implement group training and induction
What are the benefits?
- Become a better communicator
- Learn dispute settlement techniques
- Become more effective in customer service
- Get the confidence to be a leader
- Formalise existing customer contact skills
- Nationally accredited qualification
Am I eligible for government funding?
Depending on your individual (or organisation's) situation, you may be eligible to receive government funding. The funding may cover part or the full cost of the program. To find out more about this opportunity speak to one of our consultants on 1300 883 445.
Can my work experience be recognised?
The skills and knowledge gained during your career can be credited towards getting a formal qualification. Known as Recognition of Prior Learning (RPL), the scheme can be used to gain a full or part qualification. To find out if your work experience applies, call us on 1300 883 445.
How will I be assessed?
To gain the qualification in Customer Contact you will have to pass a number of practical and workplace (or simulated workplace) assessments. The assessments for this course are based on both formal and informal processes as required by the government.
This program is made up of four core and eight elective units of competency:
Core Units
- Use multiple information systems
- Deliver and monitor a service to customers
- Work effectively in customer contact
- Develop product and service knowledge for customer contact operation
Elective Units
- Conduct customer contact
- Provide sales solutions to customers
- Process customer complaints
- Implement operational plan
- Provide personal leadership
- Work effectively with others
- Manage personal stress in the workplace
- Organise personal work priorities and development
Download the Cert III Customer Contact course guide.
Why study with us?
- Learn customer contact with an experienced RTO
- CBD located training centres
- Qualified trainers
- Flexible study options (online, classroom and on-site)
- Payment plan available
| Qualification | Certificate III in Customer Contact (BSB30211) |
| Enrolment dates | See class dates |
| Campus | Melbourne, Sydney, Brisbane, Adelaide, and Perth |
| Fees & Funding | Funding available* Call us on 1300 883 445 |
| Entry Requirements | None |
* Funding varies per individual's circumstances, call us for a quote today on 1300 883 445.
Successful completion of this qualification may lead to career opportunities such as:
- Call Centre Agent
- Customer Service Representative
- Telesales Representative
- Senior Customer Service Representative
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Standard duration is 12 months. Fast track options are available - call to discuss on 1300 883 445
Learning Progression
