Certificate IV in Customer Contact (BSB40311)
Who is this program for?
The Certificate IV in Customer Contact is for customer service team leaders looking to further develop their skills and expertise. Participants receive calls, use call centre telephone and computer technology, enter and receive data and usually manage their own work requirements. The course teaches customer service techniques for delivering product knowledge, dealing with customer complaints, managing stress, as well as leadership and work development.
What will I learn?
- New customer service techniques
- Identify and understand customer needs more effectively
- Acquire leadership skills
- Implement business improvement procedures
- Recognise and resolve workplace communication issues
- Plan and implement group training and induction
- Manage workplace stress
What are the benefits?
- Become a better leader
- Improve internal and external relationships
- Become a more effective customer service worker
- Learn dispute settlement techniques
- 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 three core and ten elective units of competency:
Core Units
- Coordinate implementation of customer service strategies
- Develop teams and individuals
- Monitor a safe workplace
Elective Units
- Address customer needs
- Implement customer service standards
- Recruit, select and induct staff
- Promote innovation in a team environment
- Show leadership in the workplace
- Implement operational plan
- Implement continuous improvement
- Provide personal leadership
- Establish effective workplace relationships
- Manage stress in the workplace
Download the Cert IV 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 IV in Customer Contact (BSB40311) |
| Enrolment dates | See class dates Online - start anytime |
| Campus | Melbourne, Sydney, Brisbane, Adelaide, Perth and Online |
| 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:
- Contact Centre Team Leader
- Analyst
- Scheduler
- Quality Assurance Coordinator
- Customer Contact Coach
- Complex Enquiry Customer Contact Operator
.png){kind=small}
Standard duration is 16 months. Fast track options are available - call to discuss on 1300 883 445
Learning Progression
