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Training Calendar

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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