Certificate III in Customer Engagement

»Certificate III in Customer Engagement
Certificate III in Customer Engagement2020-06-23T04:48:41+00:00

Certificate III in Customer Engagement

Overview of the industry

Customer engagement is a form of communication between a businesses and it’s consumers and customers. Good customer service and customer engagement is at the core of all businesses and there is a strong correlation between the communication between businesses and its consumers and the overall success of the business. By having staff that are skilled in customer engagement, a business is able to interact and build relationships with consumers that will ultimately lead them to becoming customers. From this perspective, customer engagement considerations should always be at the forefront of systematic business improvement.

While there is no customer engagement method that works for all industries, a focus on empathy, clarity and simplicity should be the basis of all customer engagement activities. Studies show that by providing consumers with a positive customer service experience throughout their interactions with an organisation it can not only change a consumers perception of a company, but can also increase revenue by up to 23%!

Number of roles available

People with strong customer service skills are always in high demand as they are able to help a business grow and flourish. Upon completion of the Certificate III in Customer Engagement you will have the opportunity to work in many different positions, such as:

  • Retail assistant
  • Sales assistant
  • Customer service officer
  • Tele-sales
  • Sales agent
  • Call Centre operator
  • Face to face sales consultant
  • Customer service consultant


Why do this course?

Professional and effective customer service focused people are always in high demand within all types of businesses and organisations. Customer service roles are the face of any business, and by having a highly effective customer service team allows an organisation to grow and expand to make customers feel valued and appreciated, but promote return customers and positive word of mouth reviews.

Highly effective trainers who are also customer service professionals teach the Southern Solutions BSB30215 Certificate III in Customer Engagement course. Throughout the course they will take you through a range of topics that will help you better understand your customers wants and needs and develop strategies to help meet their needs. You will be encouraged to take responsibility for your actions and understand the importance of building relationships with customers.


What you will be learning

Service Acumen

Learn the importance of customer engagement and how positive customer interactions can affect the success of an organisation.

Everyone Counts

Effectively use your organisation’s systems, processes, policies and procedures to source required information to service your customers and develop sales strategies that meet the needs of individual customers.

Personal Management

Learn how to manage your workload by setting priorities and ensuring that you effectively know how to deal with workplace pressures and stress.


Ensure that you develop a deep knowledge of the product or service your organisation is selling to assist customers and recommend further products or services.

Positive Language

Learn how to control your vocal tone and use professional language to resolve customer complaints in a positive way.

Workplace Health and Safety

Contribute effectively to workplace health and safety practices and know how to deal with hazards or incidents that may occur.


Fee for service

If you are not eligible for Smart and Skilled funding, the BSB30215 Certificate III in Customer Engagement will cost $5290.00.

Southern Solutions has payment options available for students. For more information regarding payment options, please call our office on 1300 656 321 or by email at info@southernsolutions.nsw.edu.au



Southern Solutions BSB30215 Certificate III in Customer Engagement is available as a traineeship. When completing a traineeship, you will undertake paid employment, on either a full-time or part-time basis, while also setting aside time each week to focus on completing your required course work as well as undertaking practical observations with your trainer.

Traineeship are subsidised by the NSW and SA government, for eligible students. If eligible for a traineeship there will be a co-contribution fee of $1000. The course will be full subsidies by the government.

For more information about traineeships please call our office on 1300 656 321 or by email at info@southernsolutions.nsw.edu.au