Learning

ASFA Learning is a leading provider of superannuation courses and learning solutions.

BSB30215 Certificate III in Customer Engagement

A nationally recognised qualification for people who work in contact centres

Why complete the course?

ASFA’s Certificate III in Customer Engagement helps people who work in call centres to understand their role in the super industry. It is specially designed for people working in a contact centre environment, going beyond typical customer contact courses to explain contact centre technology and its place in the super and financial services industries through the use of examples and case studies.

Is this course right for you?

Certificate III in Customer Engagement is a great introductory course for all customer service representatives in contact centre roles within the superannuation or financial services industry. It is also a great course for receptionists and front-desk staff.

What you’ll learn about

  • Effective customer conversations
  • Determining and analysing customer needs, including referral to other sources of assistance
  • Legislation, policies and procedures that apply to a contact centre in the financial services industry
  • Time-management techniques
  • Infrastructure and types of technology used in a contact centre
  • Developing and maintaining product knowledge
  • Successfully escalating a complaint, while maintaining a positive customer relationship
  • Signs and sources of stress and fatigue, and techniques to manage them.

How you’ll be assessed

Quizzes, online assessments and written projects.

What you’ll gain

BSB30215 Certificate III in Customer Engagement, a nationally recognised qualification.

Units
BSBCUE307 Work effectively in customer engagement
BSBWOR301 Organise personal work priorities and development
BSBWOR201 Manage personal stress in the workplace
FNSINC301 Work effectively in the financial services industry
BSBCUS301 Deliver and monitor a service to customers
BSBCUE309 Develop product and service knowledge for customer engagement operation
FNSCUS301 Respond to customer enquiries
BSBCUE203 Conduct customer engagement
BSBCUE301 Use multiple information systems
BSBRKG303 Retrieve information from records
BSBCMM301 Process Customer Complaints
BSBCUS402 Address Customer Needs

Nationally Recognised Training (NRT)

How you’ll learn

Two-day, face-to-face corporate workshop. Contact ASFA Learning for pricing.

Contact ASFA Learning

CPD Points

24 Points