Program: |
BSB30215 Certificate III in Customer Engagement - Outbound |
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 (Elective) 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 (Elective) Provide sales solutions to customers - Identify customer needs - Respond to customer needs - Close sales - Input sales records - Provide sales support where required
BSBCUS402 (Elective) 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 (Core) 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
BSBCUE308 (Elective) Conduct outbound customer engagement - Prepare for outbound engagement - Conduct outbound engagement - Manage customer engagement
BSBMKG413 (Elective) Promote products and services - Plan promotional activities - Coordinate promotional activities - Review and report on promotional activities
|
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
SIRXCEG003 (Elective) Build customer relationships and loyalty - Develop relationships with customers - Generate customer loyalty - Deal with escalated customer complaints
|
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 (Elective) 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 (Elective) 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
|
TBA |