Certificate III in Customer Contact BSB30207

Overview
Outline
Traineeship
Correspondence
Online
Fees & Funding

Overview

The qualification BSB30207 Certificate III in Customer Contact is an ideal qualification for those working in a wide variety of businesses who are seeking to upgrade their skill set in a customer service and service delivery capacity. They apply a broad range of competencies in a varied work context, using some discretion and judgment and relevant theoretical knowledge. They may provide technical advice and support to a team. The qualification will draw on your existing experience in business and provide additional skills and knowledge to allow you to potentially further develop your skill set.

Entry Requirments:

While there are no educational prerequisites for entry into this training program, the preferred pathway for candidates considering this qualification include previously completing a lower level qualification in Customer Contact such as the BSB20207 Certificate II in Customer Contact or having sufficient vocational experience assisting in a range of support roles without a formal business qualification. To gain this qualification as under a traineeship arrangement then you must be working in a Business and occupy a role where the range of duties and responsibilities is in line with the descriptor and outcomes of the qualification and its related units of competency.

Course Structure:

The course consists of Twelve (12) units of competency comprising of a Six (6) core units and Six (6) elective units as listed in the training package.

Just Careers Training (JCT) is a Registered Training Organisation (RTO ID 91413) that has developed a program that meets the requirements of the qualification. The units of competency are well suited to Customer Contact role at the appropriate AQF level.

Alternative units that also meet the Training Package requirements may be more suitable for differing roles.

Options for Delivery:

This course is available as a traineeship in the workplace if you are working in a suitable role, this course is also outside of your workplace or if you are not currently working in a suitable role by correspondence and online. If you believe you have the skills and knowledge you could also consider Recognition of Prior Learning

Assessment Information:

If you are working in a suitable role then some assessments may be completed in the workplace. Other assessment methods may include;

Written questions
Tasks and projects
Scenario based questions
Collection of evidence of prior skills and experiences

Resource Requirements:

To complete this course in the workplace as a traineeship you must be working in a suitable role To complete this course online then you should have access to a personal computer (or similar), the internet and a printer

Pathways:

Participants who successfully complete this course will have the option of further developing their career by enrolling in courses such as the BSB40307 Certificate IV in Customer Contact as well as other Certificate IV and Diploma qualification depending on the career path chosen.

Outline

The course consists of Twelve (12) units of competency comprising of a Six (6) core units and Six (6) elective units as listed in the training package.

Alternative units that also meet the Training Package requirements may be more suitable for differing roles.

The units of competency listed below are available as part of the qualification. Units may be chosen to suit organisation, role and/or career pathway

The units of competency making up our current program include;

Unit Code

Unit title

BSBCCO301A

Use multiple information systems

1.	Access a range of information systems	Efficiently log on to information systems Navigate screens efficiently to locate displays and information relevant to role Use multiple windows or interfaces to work with information effectively Manage use of information systems efficiently through use of bookmarks and other strategies
2.	Process customer information using multiple information systems	Analyse customer inquiry accurately to identify information needs Identify information systems required to satisfy information needs Use information systems effectively to complete customer inquiry or transaction Record customer information accurately in information systems to complete customer inquiry or transaction Use the shortest reasonable pathways to navigate between and within information systems Maintain contact and communication with the customer while operating information systems Verify information with customer to complete transaction
3.	Identify and rectify information system and processing errors	Identify errors in information system, relevant to role Analyse errors for their impact on information system and customers Identify source of errors, where possible Consult with stakeholders to identify actions to rectify errors Arrange rectification and confirm that amendments are accurate Inform customers of errors and take necessary action Identify information system faults and notify relevant personnel according to policy Recommend procedural change according to policy

BSBCUS301A

Deliver and monitor a service to customers

1.	Identify customer needs	Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations Assess customer needs for urgency to determine priorities for service delivery in accordance with organisational requirements Use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options Identify limitations in addressing customer needs and seek appropriate assistance from designated individuals
2.	Deliver a service to customers	Provide prompt service to customers to meet identified needs in accordance with organisational requirements Establish and maintain appropriate rapport with customers to ensure completion of quality service delivery Sensitively and courteously handle customer complaints in accordance with organisational requirements Provide assistance or respond to customers with specific needs in accordance with organisational requirements Identify and use available opportunities to promote and enhance services and products to customers
3.	Monitor and report on service delivery	Regularly review customer satisfaction with service delivery using verifiable evidence in accordance with organisational requirements Identify opportunities to enhance the quality of service and products, and pursue within organisational requirements Monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements Regularly seek customer feedback and use to improve the provision of products and services Incorporate evidence of customer satisfaction in decisions to modify products or services, ensuring they are within organisational requirements Ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery

BSBOHS301B

Apply knowledge of OHS legislation in the workplace

1.	Determine the legal framework of OHS in the workplace	Identify and access current OHS legislation, codes, standards, policies and procedures impacting on the workplace, occupation and industry Apply knowledge of the relationship between OHS legislation, codes, and standards to assist in identifying OHS legal requirements in the workplace Identify duty of care arrangements Identify legal obligations and duties for consultation with and training of employees, safety representatives and others Identify consequences of non-compliance with OHS legislation, codes, standards and workplace policies and procedures
2.	Apply knowledge of OHS legislation, policies and procedures in the workplace	Contribute to monitoring compliance with OHS legislation Contribute to ensuring that work is undertaken in a safe manner in accordance with relevant OHS legislation, codes, standards and workplace policies and procedures Identify and take appropriate action on non-compliance with OHS legislation, codes, standards, policies and procedures to contribute to achieving compliance Recognise limits of own expertise and legal responsibilities, and access appropriate sources of expertise as required
3.	Maintain knowledge of OHS legislation, industry and organisational requirements	Utilise sources to access current information covering applicable legislation and guidelines relating to workplace OHS requirements Regularly update and communicate information on workplace OHS legislation, codes, standards, policies and procedures relevant to self and other employees

BSBPRO401A

Develop product knowledge

1.	Acquire knowledge of products in a specified area	Identify information sources about products in a specified area and evaluate them for reliability and validity Identify product purpose/s and use/s Identify key features of the product/s Identify product strengths and weaknesses Articulate guarantees and warranties and identify service support details
2.	Convert product knowledge into benefits	Identify features of the product which have potential buyer appeal Present features of the product which have buyer appeal as benefits to the buyer Present product benefits within the context of organisational requirements and legislation
3.	Evaluate competitors' products	Use a range of information sources to identify competitors' products Compare features, benefits, strengths and weaknesses of competitors' products with own products Establish relative standing of the organisation's product with the competitors' product/s and communicate differences to the buyer

BSBWOR203A

Work effectively with others

1.	Develop effective workplace relationships	Identify own responsibilities and duties in relation to workgroup members and undertake activities in a manner that promotes cooperation and good relationships Take time and resource constraints into account in fulfilling work requirements of self and others Encourage, acknowledge and act upon constructive feedback provided by others in the workgroup
2.	Contribute to workgroup activities	Provide support to team members to ensure workgroup goals are met Contribute constructively to workgroup goals and tasks according to organisational requirements Share information relevant to work with workgroup to ensure designated goals are met Identify and plan strategies/opportunities for improvement of workgroup in liaison with workgroup
3.	Deal effectively with issues, problems and conflict	Respect differences in personal values and beliefs and their importance in the development of relationships Identify any linguistic and cultural differences in communication styles and respond appropriately Identify issues, problems and conflict encountered in the workplace Seek assistance from workgroup members when issues, problems and conflict arise and suggest possible ways of dealing with them as appropriate or refer them to the appropriate person

BSBWOR301A

Organise personal work priorities and development

1.	Organise and complete own work schedule	Ensure that work goals and objectives are understood, negotiated and agreed in accordance with organisational requirements Assess and prioritise workload to ensure tasks are completed within identified timeframes Identify factors affecting the achievement of work objectives and incorporate contingencies into work plans Use business technology efficiently and effectively to manage and monitor scheduling and completion of tasks
2.	Monitor own work performance	Accurately monitor and adjust personal work performance through self-assessment to ensure achievement of tasks Ensure that feedback on performance is actively sought and evaluated from colleagues and clients in the context of individual and group requirements Routinely identify and report on variations in the quality of service and products in accordance with organisational requirements Identify signs of stress and effects on personal wellbeing Identify sources of stress and access appropriate supports and resolution strategies
3.	Coordinate personal skill development and learning	Identify personal learning needs and skill gaps using self-assessment and advice from colleagues and clients in relation to role and organisational requirements Identify, prioritise and plan opportunities for undertaking personal skill development activities in liaison with work groups and relevant personnel Access, complete and record professional development opportunities to facilitate continuous learning and career development Incorporate formal and informal feedback into review of further learning needs

6 Elective units – Chosen for roles such as a Customer Service Officer

BSBCMM301A

Process customer complaints

1.	Respond to complaints	Process customer complaints using effective communication in accordance with organisational procedures established under organisational policies, legislation or codes of practice Obtain, document and review necessary reports relating to customer complaints Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes Negotiate resolution of the complaint and obtain agreement where possible Maintain a register of complaints/disputes Inform customer of the outcome of the investigation
2.	Refer complaints	Identify complaints that require referral to other personnel or external bodies Make referrals to appropriate personnel for follow-up in accordance with individual level of responsibility Forward all documents and investigation reports Follow-up appropriate personnel to gain prompt decisions
3.	Exercise judgement to resolve customer service issues	Identify implications of issues for customer and organisation Analyse, explain and negotiate appropriate options for resolution with customer Propose viable options in accordance with appropriate legislative requirements and enterprise policies Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel

BSBCCO305A

Process credit applications

1.	Review and evaluate credit application	Review application to determine customer details and amount of credit required Check existing customer records for payment history and credit standing Obtain customer credit rating in accordance with credit management procedures Establish credit rating and customer's ability to repay any credit advances Observe relevant legislation, codes, regulations and standards Approve or decline application in accordance with organisational policy
2.	Decline credit application	Explain the decision to decline credit application to the customer Offer and discuss alternative arrangements as necessary Advise customer of appeal rights where appeal provisions exist
3.	Negotiate credit application details with customer	Negotiate and agree payment arrangements with customer where approval granted Escalate difficulties experienced in customer negotiations in accordance with enterprise policy
4.	Complete administrative arrangements	Complete and forward appropriate documentation to customer Organise credit arrangements and record details in accordance with enterprise policy and legislative requirements Clearly notify customer of payment arrangements in accordance with enterprise procedures Regularly monitor and follow-up customer commitments Resolve any outstanding issues relating to credit application in an efficient and timely manner

BSBCCO306A

Process complex accounts

1.	Receive and review a customer default enquiry or case	Receive and review customer enquiry to identify details of case Obtain additional information to assist in resolving case Review options to resolve case with other staff members, where appropriate Obtain specialist advice or escalate where necessary Consider eligibility for hardship program Observe relevant legislation, codes, regulations and standards Develop initial advice to be given to customer Consult with customer on the suggested course of action and options Assess customer response to the consultation
2.	Negotiate payment with defaulting customers	Develop realistic settlement options giving consideration to policy, customer response and payment history Offer and agree on a payment option with the customer in accordance with organisational policy Record revised payment options as agreed with customer and in accordance with organisational procedures
3.	Advise defaulting customers of cancellation	Advise defaulting customers of service or product cancellation Negotiate successful product return with customer where appropriate Clearly explain debt recovery process to customer Initiate debt recovery process
4.	Manage default actions	Follow-up payment, debt recovery or product return to ensure completion of case Amend customer records in accordance with enterprise procedures Follow enterprise default and credit management procedures

BSBDIV301A

Work effectively with diversity

1.	Recognise individual differences and respond appropriately	Recognise and respect individual differences in colleagues, clients and customers Respond to differences sensitively Ensure behaviour is consistent with legislative requirements and enterprise guidelines Accommodate diversity using appropriate verbal and non-verbal communication
2.	Work effectively with individual differences	Recognise and document knowledge, skills and experience of others in relation to team objectives Encourage colleagues to utilise and share their specific qualities, skills or backgrounds with other team members and clients in order to enhance work outcomes Ensure relations with customers and clients demonstrate that diversity is valued by the business

BSBFLM312C

Contribute to team effectiveness

1.	Contribute to team outcomes	Consult team members to identify team purpose, roles, responsibilities, goals, plans and objectives Support team members to meet expected outcomes
2.	Support team cohesion	Encourage team members to participate in the planning, decision making and operational aspects of the work team to their level of responsibility Encourage team members to take responsibility for their own work and to assist each other in undertaking required roles and responsibilities Provide feedback to team members to encourage, value and reward team members' efforts and contributions Identify and address issues, concerns and problems identified by team members to relevant persons as required
3.	Participate in work team	Actively encourage and support team members to participate in team activities and communication processes and to take responsibility for their actions Support the team to identify and resolve problems which impede its performance Utilise own contribution to work team to serve as a role model for others and enhance the organisation's image within the work team, the organisation and with clients/customers
4.	Communicate with management	Maintain open communication with line manager/management at all times Communicate information from line manager/management to the team Communicate unresolved issues to line manager/management and follow-up to ensure action is taken in response to these matters

BSBRES401A

Analyse and present research information

1.	Gather and organise information	Gather and organise information in a format suitable for analysis, interpretation and dissemination in accordance with organisational requirements Access information held by the organisation ensuring accuracy and relevance in line with established organisational requirements Ensure that methods of collecting information are reliable and make efficient use of resources in accordance with organisational requirements Identify research requirements for combining online research with non-electronic sources of information Use business technology to access, organise and monitor information in accordance with organisational requirements Update, modify, maintain and store information, in accordance with organisational requirements
2.	Research and analyse information	Clearly define objectives of research ensuring consistency with organisational requirements Ensure that data and research strategies used are valid and relevant to the requirements of the research and make efficient use of available resources Identify key words and phrases for use as part of any online search strategy, including the use of Boolean operators and other search tools Use reliable methods of data analysis that are suitable to research purposes Ensure that assumptions and conclusions used in analyses are clear, justified, supported by evidence and consistent with research and business objectives
3.	Present information	Present recommendations and issues in an appropriate format, style and structure using suitable business technology Structure and format reports in a clear manner that conforms to organisational requirements Report and distribute research findings in accordance with organisational requirements Obtain feedback and comments on suitability and sufficiency of findings in accordance with organisational requirements

Traineeship

Traineeship Schedule for Certificate III in Customer Contact
Course start date:	Anytime
Schedule:	1 visit every 4-6 weeks
Location:	In the workplace or at our training rooms
Number of visits:	Between 4-8 visits
Length of training sessions:	2-3 hours
Duration:	6 -12 months
Flexibility Options:	Online options Increase or decrease the frequency Increase or decrease number of visits Increase or decrease the length of each session Increase or reduce the overall duration of the course Group Training or One on One (or combination!)

Correspondence

Correspondence Schedule and Information for Certificate III in Customer Contact
Course start date:	Anytime
Structure:	6 modules, 2 units per module. Modules will be posted with complete instructions and contact with the trainer available throughout your course.
Study time:	Each unit requires up to 30 hours for learning and assessment (depends on units chosen and current skill and knowledge)
Location:	Your place
Support:	Qualified trainer support by phone and email. Face to face option available
Duration:	Self paced. The recommended pace is 1 module every 4 weeks. Participants will have up to 12 months to complete the course.
Flexibility Options:	Add required number of face to face meetings with your trainer Complete some units online

Online

Please contact Just Careers Training for online course options

Fees & Funding

Just Careers Training has a several options of delivery for our courses. From online, print correspondence, classroom face-to-face delivery and RPL, the range of options are in place to ensure that all individuals can access our courses. Weekly payment plan options are also available through our SecurePay system enabling you to study in your chosen option for a little fee per week.

Fees listed below include enrolment, resource and tuition fees

All our courses are available through the workplace based Traineeship Program, which attracts Government Funding of up to $4000 per eligible employee.

See our 2011 Pricing and Funding Information table below or contact one of our friendly Consultant's on 1300 558 241

Delivery Options	Fees	Pay per week option	Up front payment (save 10%)
Correspondence	$2150	Pay $424 upfront then $33.19 per week	$1935 - Save $215
Online	$1990	Pay $424 upfront then $30.12 per week	$1791 - Save $199
Classroom	$2650	Contact us for payment details	$2385 - Save $265
RPL per unit	$85 per unit
RPL full qualification	$1020

Traineeship and funding Information

Available as Traineeship	Government Incentives Available	Amount of Government Incentives paid per person	Fees for Training - paid with funding when received	Pay monthly and save 10%
Yes	Yes	Up to $4000	From $2000	$424.00 upfront then $114.67 per month x 12 months