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Certificate IV in Customer Engagement

This practical program takes learners through the role of a Team Leader of a small customer call centre. Learners develop customer service specific skills, particularly in relation to the leadership and management of a call centre. Skills are developed through a consistent storyline where learners are required to lead their team, and complete a variety of practical, work-based tasks and projects.

The program emphasises the implementation of organisational customer service strategies, with a continual focus on achieving organisational and team objectives through effective planning, team development and leadership skills.

  • Clever clustering of units that bring together related workplace activities and functions in a logical and practical way
  • Assessments based on a simulated ‘story’ that takes learners through workplace scenarios and activities in a way that builds customer service leadership and management skills throughout the program
  • Consistent focus on the implementation of organisational customer service strategies and the leadership and development of a customer service team
  • Extensive workplace documentation including policy and procedure, organisational customer service standards and strategies, workplace documentation and realistic planning tools
  • Visually appealing and easy to use platform that provides variety in learning and assessment approaches
  • Practical assessment tools that require the ‘application’ of skills through the completion of appropriate workplace documentation and projects
  • Tightly mapped assessment tools that ensure all aspects of the training package are covered, and easily identified for validation or audit
  • Clearly benchmarked assessment tools that ensure consistent and reliable assessment decisions
  • An assessment rubric that provides students with clear guidance on the requirements of each task and recognises learners who submit high quality work
10 Students 100 Students 250 Students 1,000 Students 3,000 Students 5,000 Students Paper-based Materials
Pricing (per license) $290 $280 $270 $250 $225 $200 $350

*For packages over 100 student licenses, installment payment options are available.