Certificate III in Customer Contact

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1 Certificate III in Customer Contact BSB30211 Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Rick Tate Leadership and the Customer Revolution Salmat Learning TOID: 6358

2 Certificate III in Customer Contact BSB30211 The Salmat Learning difference. What sets Salmat Learning apart from other customer contact training providers is our intimate knowledge of world class customer contact practices, having operated our own contact centres and trained agents for over 15 years. Our Customer Contact training methods have been tested and proven in real work environments. Outstanding Customer Contact is at the core of the Salmat business and we live and breathe it! How will your organisation benefit? Engage and build rapport with customers more effectively Develop product, service and sales knowledge while promoting a culture of continuous improvement Conform with legislative and organisational compliance Buy-in to organisational aims through an increased understanding of business metrics Real behavioural changes that result in tangible outcomes Fast paced and flexible program that can take place with minimal disruption to your business. Who is Certificate III in Customer Contact designed for? Customer contact agents or operators Customer service representatives Telesales representatives What is Certificate III in Customer Contact? Salmat Learning s Certificate III in Customer Contact is a dynamic blended course that provides learners with the skills and knowledge they need to engage with customers and provide outstanding service experiences. The blended learning combination incorporates elearning modules into the program, each supported by face to face coaching & assessment, on the job, to ensure that learning is transferred to the workplace. The short, sharp elearning modules allow the course to be completed in manageable chunks during downtime or scheduled between tasks, minimising any disruption to the business. A satisfied customer is the best business strategy of all. Michael LeBoeuf Speaker and author

3 Course overview The Certificate III in Customer Contact is delivered in five clusters (12 units of competency), with each cluster covering a key concept: 1 ESTABLISHING THE ESSENTIALS Apply knowledge of WHS legislation in the workplace Develop product and service knowledge Use multiple information systems for customer contact operation 2 CONTACT CENTRE EFFECTIVENESS Conduct customer contact Work effectively with others Work effectively in customer contact 3 SALES SOLUTIONS Provide sales solutions to customers Present, secure and support sales solutions 4 SERVICE EXCELLENCE Deliver and monitor a service to customers Process customer complaints 5 SELF DEVELOPMENT Manage personal stress in the workplace Organise personal work priorities and development Clusters two (2) five (5) can be rearranged to be delivered in the order that best suits your centres specific priorities. Course duration: The Certificate III in Customer Contact is delivered over six (6) to nine (9) months, depending upon the individual learner and their current work environment. Certificate III in Customer Contact BSB 30211

4 Real learning delivering real results. Salmat Learning is a Registered Training Organisation that delivers interactive and engaging accredited and non-accredited training solutions, including the Certificate III in Customer Contact, Certificate IV in Frontline Management and the Diploma of Management. Speak to us about our range of training solutions and the Amplify Training Method. SALMAT LEARNING

5 Cluster 5 Cluster 4 Cluster 3 Cluster 2 Cluster 1 COURSE INFORMATION Workbased Delivery BSB30211 Certificate III in Customer Contact Course Structure Packaging Rules Total number of units = 12 4 core units plus 8 elective units of which: 2 units must be from Group A elective units below the remaining 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. Cluster Unit Code Unit Name Core / Elective BSBWHS302A Apply knowledge of WHS legislation in the workplace Elective - Group B BSBCCO309A Develop product and service knowledge for customer contact operation Core BSBCCO301B Use multiple information systems Core BSBCCO203A Conduct customer contact Elective - Group A BSBWOR203B Work effectively with others Elective - Group A BSBCCO307A Work effectively in customer contact Core BSBCCO304C Provide sales solutions to customers Elective - Group A BSBSLS408A Present, secure and support sales solutions Elective - Group B BSBCUS301B Deliver and monitor a service to customers Core BSBCMM301B Process customer complaints Elective - Group A BSBWOR201A Manage personal stress in the workplace Elective - Group A BSBWOR301B Organise personal work priorities and development Elective - Group B Training Package Information Pre-requisites Course Duration Delivery Mode Training Arrangements Workplace Visits & Online Learning Components No Pre-requisites 550 nominal hours over 6 to 12 months. Blended workplace based delivery and on line delivery. On the job training, workplace practice and unlimited access to online learning at any time. The structure of the training will be face to face, team meetings at work place, double jacking, workplace in house training, e-learning via Skills Optimiser and other tasks on the job at work place. Face to face (Workplace visit) Monthly contact Training and assessment requirements will be in conjunction with the workplace tasks. Online Learning This course is offered online, a convenient study option for those with busy lifestyles. Online participants are able to study at their own convenience, in the location of their choice while still being supported by dedicated trainers. SalesForce Australia trading as Salmat Learning RTO : Franklin St Melbourne 3000 VIC Phone :

6 Course Information BSB30211 Additional Support Assessment Arrangements Course Outcomes As part of Salmat Learning s commitment to the delivery of quality learning experiences, a range of services are provided to support student learning. Assessment framework may contain a combination of written assessment, demonstration / observation, oral questions, online assessment and mentor checklist. This course provides participant with a working knowledge of how to provide internal and external customers with a better customer experience. When participant completed this course the participant will be able to :- 1. Conduct customer contact 2. Develop product and service knowledge for customer contact operation. 3. Use multiple information systems to present, secure and support sales solutions 4. Work effectively with others and in customer contact and promote innovation in a team environment 5. Organise and manage personal work priorities and development 6. Implement and monitor environmentally sustainable work practices This qualification reflects the role of individuals who typically undertake complex customer interaction under supervision and with some authority to delegate. Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, handling customer complaints, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data. Job roles Possible job roles relevant to this qualification include: 1. customer contact agents or operators 2. customer services representatives 3. telesales representatives. Education Pathways Pathways into the qualification Preferred pathway for candidates considering this qualification include: BSB20211 Certificate II in Customer Contact or other relevant qualifications OR Vocational experience assisting in a range of support roles without a formal business qualification. Pathways from the qualification BSB40311 Certificate IV in Customer Contact or a range of other Certificate IV qualifications. Costs Full Fees Price : AUD 2250 Funding Eligibility Entry Requirements and Selection Process Credit Transfer Recognised Prior Learning Equal Opportunity How to Enroll/ Apply Victorian Training Guarantee Funding refer to There are no entry requirements for this qualification. However you will be required to complete Language, Literacy and Numeracy assessment. Salmat Learning recognises the skills and knowledge you have gained through formal education and training in Australia, you may apply for Credit Transfer. If your application is successful, it may reduce the time taken to complete your study. Salmat Learning recognises the skills and knowledge you have gained through informal education and training, and work or life experience. RPL involves the assessment of previously unrecognised skills and knowledge an individual has achieved outside of the formal education and training system, against the requirements of a qualification. RPL will be reviewed on an individual basis by application together with all required supporting documentation. You may apply and if your application is successful, it will reduce the time taken to complete your study. A fee for this assessment is applicable. Salmat Learning provides equal opportunity and access to all. External Client Call our Salmat Learning RTO course advisors, who will discuss your eligibility for any Government Traineeship Programs to fund or offset some of the costs of your course. Ask them about other study opportunities which may also be available. If you just want to get started, they can also arrange your enrolment over the phone now. Contact Details Internal Client Speak with your Team Leader / Manager prior speaking to Salmat Learning RTO course advisors. SalesForce Australia trading as Salmat Learning RTO : Franklin St Melbourne 3000 VIC Phone : :

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