BSB30120 Certificate III in BUSINESS (CUSTOMER ENGAGEMENT)
A great business is the result of flawless customer service.
Empowering you (or your people) to put the customer first.
Build a returning customer base with the latest business skills.
This certificate is designed to improve skills in how to communicate with workmates and customers, how to identify customer needs, problem solve and deal with customer complaints, and secure sales.
If you’re a business owner, this course will help to future-proof your business by upskilling your employees to focus on excellent customer service.
Also ideal for sole traders looking to build on existing customer service techniques.
Course Structure
Our learning is a flexible and blended solution delivered via workbooks, online workshops, 1:1 trainer support, and engaging activities.
Duration
12 months, tailored to you (or your employee’s) work commitments.
Units of Competency
All 13 units need to be successfully completed to gain the certificate.
| Unit code | Title | Learn how to: |
|---|---|---|
| BSBPEF301 | Organise personal work priorities | Organise personal work schedules, to monitor and obtain feedback on work performance and to maintain required levels of competence. |
| BSBPEF201 | Support personal wellbeing in the workplace | Advocate for and feel empowered about personal wellbeing in the workplace. |
| BSBXCM301 | Engage in workplace communication | Communicate (through written, oral and nonverbal forms) at work. |
| BSBTEC202 | Use digital technologies to communicate in a work environment | Select and use digital communication in a workplace, such as email and chat platforms. |
| BSBTEC404 | Use digital technologies to collaborate in a work environment. | Use digital technology and problem-solving to complete tasks efficiently and effectively, including remote work. | BSBTWK301 | Use inclusive work practices | Recognise and interact productively with diverse groups of individuals in the workplace. |
| BSBCRT311 | Apply critical thinking skills in a team environment | Apply critical thinking skills to generate solutions to workplace problems in a team environment. |
| BSBSUS211 | Participate in sustainable work practices | How to measure, support and find opportunities to improve the sustainability of work practices. |
| BSBWHS311 | Assist with maintaining workplace safety | Implement and monitor an organisation’s work health and safety (WHS) policies, procedures and programs as part of a small work team. |
| SIRXPDK001 | Advise on products and services | Clarify your customer's needs so that you can explain the benefits of your products and services and make appropriate recommendations. |
| BSBOPS304 | Deliver and monitor a service to customers | Identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service. |
| SIRXCEG002 | Assist with customer difficulties | Solve customer problems and use techniques to deal with customer difficulties. |
| BSBOPS305 | Process customer complaints | Learn to handle complaints from customers. |
Prerequisites
Must have access to a work site suitable for passing assessments, which includes speaking to customers, leading team activities, and using business technology.
Be an Australian Citizen or permanent resident.
Must satisfactorily complete a Language, Literacy and Numeracy assessment (we will assess this as part of your enrolment).
Must have reliable access to a computer with internet connection capable of video streaming.
Recognition of Prior Learning (RPL)
PowerUp can recognise the knowledge and skills acquired through prior training, education and experience.
Learners can apply for RPL to be assessed on their behalf, to potentially gain credit before beginning training with us.