This is a Nationally Recognised Training course

Course Description

The Certificate IV in Customer Engagement is a nationally recognised qualification and is ideal for those working in a wide variety of businesses who are seeking to upgrade their skill set in a customer service and service delivery capacity.

Course Details
This qualification reflects the role of individuals who are in or upskilling into a customer service leadership role. The individual will demonstrate excellent communication and interpersonal skills to undertake complex customer interactions, often as a team leader and with significant authority to delegate

 

PACKAGING RULES

The requirements for achievement of the Certificate IV in in Customer Engagement are 13 units which consist of:

  • Completion of all three core units of competency listed below, and
  • (4) units must be from Group A elective units
  • (6) units may be selected from the GROUP A or GROUP B elective units listed below, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course.
  • If not listed, up to (2) units may be from a Certificate III level qualification.

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.
The hours displayed are nominal, actual delivery hours delivered may differ depending on delivery mode.

Unit Code

Unit Name

Core/Elective

Nominal Hours

BSBCUS401

Coordinate implementation of customer service strategies

Core

40

BSBLED401

Develop teams and individuals

Core

40

BSBWHS401

Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Core

50

Group A Units

BSBCUS403

Implement customer service standards

Elective

30

BSBCOM404

Promote and liaise on compliance requirements, systems and related issues

Elective

30

BSBCUE403

Schedule customer engagement activity

Elective

35

BSBCUE404

Collect, analyse and record information

Elective

40

BSBMGT401

Show leadership in the workplace

Elective

50

BSBMGT402

Implement operational plan

Elective

40

BSBSLS501

Develop a sales plan

Elective

70

BSBPMG522

Undertake project work

Elective

60

BSBSLS502

Lead and manage a sales team

Elective

60

BSBMGT403

Implement continuous improvement

Elective

40

Group B Units

BSBCOM401

Organise and monitor the operation of compliance management system

Elective

50

BSBCOM402

Implement processes for the management of a breach in compliance requirements

Elective

20

BSBCOM403

Provide education and training on compliance requirements and systems

Elective

20

BSBCOM404

Promote and liaise on compliance requirements, systems and related issues

Elective

30

BSBHRM405

Support the recruitment, selection and induction of staff

Elective

50

BSBINM401

Implement workplace information system

Elective

40

BSBINN301

Promote innovation in a team environment

Elective

40

BSBLDR402

Lead effective workplace relationships

Elective

50

BSBLED501

Develop a workplace learning environment

Elective

60

BSBMGT402

Implement operational plan

Elective

40

BSBMGT403

Implement continuous improvement

Elective

40

BSBMGT405

Provide personal leadership

Elective

50

BSBPMG411

Apply project quality management techniques

Elective

40

BSBPMG415

Apply project risk management techniques

Elective

40

BSBPMG522

Undertake project work

Elective

60

BSBRES401

Analyse and present research information

Elective

40

BSBSLS501

Develop a sales plan

Elective

70

BSBSLS502

Lead and manage a sales team

Elective

60

BSBSUS401

Implement and monitor environmentally sustainable work practices

Elective

40

The Certificate IV in Customer Engagement can typically becompleted in 12 - 24 months. This may vary if you have applied for Credit Transfers or Recognition of Prior Learning.

Mode of Delivery

Delivery will mainly be :

  • Face to face: class room
  • On-the-job: technical experts/workplace supervisor/trainer
  • Blended: this approach is offered for those who cannot attend scheduled face to face session/s

Types of Assessments

Formative
Oral questioning, workbook activities, practical tasks

Summative
Observation and or demonstration of performance, simulation, third party report, projects
There will be other methods of assessment depending on the type of delivery and specific workplace focus or job role.

Course fees are made up oftwo components; tuition and materials fees.Due to the different level of Government subsidies available to students,there are three possible fee levels for tuition fees; concession, standard and full fee. Only one will beapplicable to you.

Please visit our Fees & Charges page for more information. Government funding and assistance varies between states, and we recommend that you contact AiGTS in order to consult on the appropriate funding that suits your personal requirements.

Full fee-paying students - Fees can be made by paying an initial payment of $1000 and remaining amountsvia 3 instalments in accordance with the Service Level Agreement.

FFS - $4,500.00

Full fees are applicable to students who do not meet State or Commonwealth funding eligibility criteria.

Entry Requirements

To undertake this qualification, individuals will have previous retail experience in roles, such as:

  • Applying point-of-sale handling procedures
  • Interacting with customers
  • Operating retail technology

Pre Training Review

All applicants are required to complete a mandatory pre-training review which is completedprior to enrolment to ensureapplicants meet the requirements to undertake the qualification.

Language, literacy and numeracy

All applicants are required to complete a Language, literacy and numeracy assessment prior to enrolling. This qualification requires sound communication and interpersonal skills, the capacity to read and interpret written instructions and the ability to analyse and writereports in context to the job role.

Study Pathways

Pathways into the qualification – There are two alternatives pathways for entry into this qualification, the applicant must have either SIR20212 Certificate II in Retail Services or have sufficient retail employment experience.

Pathways from the qualification - Further training pathways available to learners who undertake this qualification include but not limited to SIR40212 Certificate IV in Retail Management  or a range of other Certificate IV qualifications.

Employment Pathways
The following employment pathways are possibly available to participants who complete this qualification:

  • department manager
  • merchandise manager
  • customer service manager
  • shift manager
  • small business retail owner

Recognition of Prior Learning (RPL)
RPL in simple terms involves the assessment of previously unrecognised skills and knowledge that an individual has achieved outside formal education and training system.  Find out more about RPL.

Student Support
The following learning support will be available to learners:

  • LL&N referral to an organisation which is equipped to provide such support
  • Reasonable adjustmentand additional support provided in the event it is found that a student is having major difficulties in completing the qualification
  • Face to face, email and telephone support, in the event a student/client has requested such support or it is deemed they need this support to complete the qualification
  • Mentoring in the workplace or by the Trainer/Assessor
  • Counselling services (to be organised in consultation with the employer and when required by the student).
Application for entry to this course is available at any time. Please contact AiGTS on 1300 134 756 in order to discuss options for commencement. You can also submit your expression of interest online.