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BSB40315 Certificate IV in Customer Engagement

Learner Resource Prices (Per Item)

  • Black & White (10+)
  • $210.00
  • Colour (1 - 9)
  • $575.00
  • Colour (10+)
  • $387.00

Trainer Manual Price (Per Item)

  • Colour
  • $818.00

Qualification Descriptor

This qualification reflects the role of individuals with excellent communication and interpersonal skills who undertake complex customer interactions, often as a team leader and with significant authority to delegate.

Duties at this level are varied and may include responding to complex customer requests handling complaints, coaching staff and completing related administrative tasks.

No licensing, legislative or certification requirements apply to this qualification at the time of publication.

Certificate IV in Customer Engagement Pack - Includes 3 core units and 10 elective units = 13 units.

4 units must be from Group A elective units below. 6 units may be from Group A or Group B elective units, 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 core units we offer are:
  • BSBCUS401 Coordinate implementation of customer service strategies 
  • BSBLED401 Develop teams and individuals 
  • BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements
The elective units we offer are:
Group A
  • BSBCUE404 Collect, analyse and record information
  • BSBCUS402 Address customer needs
  • BSBCUS403 Implement customer service standards
  • BSBMGT401 Show leadership in the workplace
  • BSBWOR403 Manage stress in the workplace
Group B
  • BSBHRM405 Support the recruitment, selection and induction of staff
  • BSBINM401 Implement workplace information system
  • BSBINN301 Promote innovation in a team environment
  • BSBLDR402 Lead effective workplace relationships
  • BSBLED501 Develop a workplace learning environment
  • BSBMGT402 Implement operational plan
  • BSBMGT403 Implement continuous improvement
  • BSBMGT405 Provide personal leadership
  • BSBPMG522 Undertake project work
  • BSBRES401 Analsyse and present research information
  • BSBSLS501 Develop a sales plan
  • BSBSUS401 Implement and monitor environmentally sustainable work practices

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