Training Calendar
| Program: |
BSB30215 Certificate III in Customer Engagement - Inbound |
| Start Date: | May 2015 |
| Completion Date: | November 2015 |
| Total Modules: |
12 Modules - 4 Core, 8 Elective - 6 Training Sessions |
| Location: |
Level 1, 219-241 Cleveland Street Strawberry Hills NSW 2012 |
| Modules: |
Training Day /Date |
Training Time | Who should attend | Training Venue | Trainer |
|
Session 1
BSBCUE307 (Core) Work effectively in customer engagement - Identify requirements of customer engagement role - Manage personal performance - Maintain a professional approach to employment - Participate in a workplace team
BSBWOR301 Organise personal work priorities and development - Organise and complete own work schedule - Monitor own work performance - Co-ordinate personal skill development and learning
|
May |
1.00 PM - 4.30 PM |
Refer to teams page | Level 1, 219-241 Cleveland Street Strawberry Hills NSW 2012 | TBA |
|
Session 2
BSBCUE304 Provide sales solutions to customers - Identify customer needs - Respond to customer needs - Close sales - Input sales records - Provide sales support where required
BSBCUS402 Address customer needs - Assist customer to articulate needs - Satisfy complex customer needs - Manage networks to ensure customer needs are addressed
|
June |
1.00 PM -
4.30 PM |
Refer to teams page | Level, 1 219-241 Cleveland Street Strawberry Hills NSW 2012 | TBA |
|
Session 3 BSBCUS301 Deliver and monitor a service to customers - Use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations - Deliver a service to customers - Monitor and report on service delivery
BSBCUE309 (Core) Develop product and service knowledge for customer engagement operation - Acquire knowledge of products and services in a specified area - Evaluate full range of products and services in a designated area of business - Convert product and service knowledge into benefits
|
July |
1.00 PM - 4.30 PM |
Refer to teams page | Level, 1 219-241 Cleveland Street Strawberry Hills NSW 2012 | TBA |
|
Session 4 BSBCUE203 Conduct customer engagement - Prepare for customer engagement - Provide quality service in response to customer queries - Arrange provision of product or service - Respond to customer enquiries
BSBCMM301 Process customer complaints - Respond to complaints - Identify complaints that require referral to other personnel or external bodies - Exercise judgement to resolve customer service issues
|
August |
1.00 PM - 4.30 PM |
Refer to teams page | Level, 1 219-241 Cleveland Street Strawberry Hills NSW 2012 | TBA |
|
Session 5
BSBCUE301 (Core) Use multiple information systems - Access a range of information systems - Process customer information using multiple information systems - Identify and rectify information system and processing error
BSBWOR203 Work effectively with others - Develop effective workplace relationship - Contribute to workgroup activities - Deal effectively with issues, problems and conflict
|
September |
1.00 PM - 4.30 PM |
Refer to teams page | Level, 1 219-241 Cleveland Street Strawberry Hills NSW 2012 | TBA |
|
Session 6
BSBWHS201 Contribute to health and safety of self and others - Follow provided safety procedures and instructions when working - Implement work safety requirements - Participate in WHS consultative processes
BSBWOR201 Manage personal stress in the workplace - Develop personal awareness of stress - Develop stress management techniques Manage time - Recover from a stressful contact
|
October |
1.00 PM -
4.30 PM |
Refer to teams page | Level, 1 219-241 Cleveland Street Strawberry Hills NSW 2012 | TBA |
|
Session 7
Catch-up session
|
November |
1.00 PM -
4.30 PM |
As required |
Level, 1 219-241 Cleveland Street Strawberry Hills NSW 2012
|
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