Certificate IV in Customer Engagement

»Certificate IV in Customer Engagement
Certificate IV in Customer Engagement2020-03-09T02:10:06+00:00

Certificate IV in Customer Engagement

Overview of the industry

Customer service officers are the forefront of any business. They are usually the first port of call for customers when they’re trying to contact a brand to have issues resolved, asked questions or give praise. Throughout your career in a customer service role you will need to have the ability to recognise and take responsibility for your own behavioural styles and actions, as well as learn to understand the importance of building relationships with customers and being a role model for other staff members. You will develop the skills to suit your own approach to customer service, as well as learn to read customers to understand their likes and dislikes.

While there is no customer engagement method that works for all industries, it has been found that by having a sincere focus on empathy, clarity and simplicity in dealings with consumers 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 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 IV in Customer Engagement you will have the opportunity to work in many different positions, such as:

  • Team manager
  • Team leader
  • Customer Service Officer
  • Tele-sales
  • Sales Agent
  • Face to Face Sales Consultant
  • Customer Service Consultant


Why do this course?

Professional and effective customer service roles are always in high demand within all types of businesses and organisations. Throughout this course you will be taught by customer service professionals and have the ability to ask them for their industry tips, tricks and insights so you are able to be the best you can be.

Throughout the course, your trainer and assessor 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

Positive Language

Learn how to use positive language as a tool to effectively meet customers needs and resolve complaints is extremely important. This area of study will teach you how to stay calm in stressful situations and how to speak confidently so that both yourself and the consumer are happy.

Managing Self

Here you will be learning effective stress and time management tools to ensure that you are able to manage your workload effectively, as well as build positive working relationships within your team.

Continuous Improvement

Learn how to use feedback to further enhance your abilities, as well as knowing how to source avenues to learn new skills and ideas for your own professional development.

Work Health and Safety

Learn how to effective combat common workplace risks and hazards to ensure that you and your team are always in a safe and healthy work environment.

Strategy and Continuous Improvement

Develop strategies to improve the effectiveness of your team through information management and adhering to company, state and federal policies, procedures and legislation.

Smart and Skilled

If you are eligible for Smart and Skilled funding, the New South Wales government will subsidise some of the cost of your course.

To find out more information, or work out how much the government will subsidise, please go to the below link or call our office on 1300 656 321 to find out.

Smart and Skilled Website: https://www.training.nsw.gov.au/smartandskilled/prices_fees.html


Fee for service

If you are not eligible for Smart and Skilled funding, the BSB40315 Certificate IV in Customer Engagement will cost $5840.

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 BSB40315 Certificate IV 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