Certificate II in Commitment to the Client

Key Points

  • Campus: Brisbane / Melbourne / Sydney

  • Start dates: Jan, Mar, Apr, Jun, Aug, Oct, Nov

  • Duration: 34 weeks, including scheduled breaks

  • Type: Full Time

  • Hours: Daytime

  • Tuition Fee:
    From $ 5,800 AUS

Write to us for more information

The BSB20215 Certificate II in Customer Engagement course will prepare you for success in customer relationship-driven workplaces. Students will learn effective communication skills, how to handle conflict and handle customer complaints, how to work in a team, and how to develop knowledge of products and services to provide relevant information to customers. Students will also learn about key technologies used for customer engagement, such as contact management systems and online communication software, such as email, chat software, and more.

Successful graduates will be able to interact with clients, work with multiple communication channels, capture data and organize information, and receive and respond to client requests.

Program results

  • Develop the key skills necessary to provide excellent customer service

  • Learn to effectively develop your knowledge of products and services to provide relevant information to customers.

  • Explore information technology and systems, record keeping, and effective electronic communication skills

Learning methods

In all of our programs, you will create a schedule that combines 14 hours per week of classroom study and 6 hours per week of online study. The online study component includes exercises, discussion forums, and resources to help with homework and provide foundational learning and academic skills. Class study schedules combine the core lesson with basic skills and PASS classes.

You must attend both conferences as each conference covers different content. PASS classes are practical assessment support sessions. In PASS classes, you will meet with your teacher to discuss any questions you may have about the study or the assessments. Foundation Skills sessions help you develop language and other business skills. He will learn to speak and present ideas with confidence. Topics include conducting meetings, writing business emails, negotiating, and making presentations.

Program structure

This unit describes the performance results, skills, and knowledge required to effectively respond to customer engagement. Proficiency in this unit requires responding to a wide range of customer inquiries and contacts through a variety of communication methods. Compliance with organizational, legislative and regulatory requirements is required, as well as the ability to respond in a way that meets business and customer needs.

This unit describes the performance results, skills, and knowledge required to participate in customer engagement operations. Proficiency in this unit requires an understanding of the operations and customer engagement requirements.

This unit describes how to understand the signs and sources of stress within the broader framework of the job role and work environment. It includes developing personal awareness of stress and stress management techniques, time management and recovery from stressful contact, as well as maintaining personal stamina and endurance and work-life balance .

This unit describes the performance outcomes, skills, and knowledge required to develop knowledge of products and services in preparation for customer engagement in an inbound or outbound customer engagement activity. Knowledge of products and services can be used to liaise with the customer, present information or for the sales process.

This unit describes the skills and knowledge required to communicate in the workplace, including collecting, transmitting, and receiving information and conducting routine written correspondence.

This unit describes the skills and knowledge required to handle formal and informal negative comments and complaints from customers.

This unit describes the skills and knowledge required to offer all aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, providing services or products, and processing customer feedback.

This unit describes the skills and knowledge necessary to work in a healthy and safe way in relation to oneself and others and to respond to emergency incidents. Covers monitoring of occupational health and safety (WHS) and emergency instructions and procedures, implementation of WHS requirements, and participation in WHS advisory processes.

This unit describes the skills and knowledge necessary to work cooperatively with others and to deal effectively with problems, problems, and conflicts.

Admission requirements

  • An equivalent to the Australian school certificate from year 10. It would be helpful to have previous knowledge and work experience in a business environment.
  • International students must meet a minimum IELTS 4.0 language requirement with a minimum band score of 4.0. TOEIC 500 with a minimum reading score of 200. Direct entry is available through ILSC Beginner 4 and above.
  • Students must be at least 18 years old at the beginning of their studies.

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    Certificate II in Commitment to the Client