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Certificate IV In Customer Engagement (BSB40315)

Course Code: BSB40315

The Certificate IV in Customer Engagement addresses the skill requirements of roles engaged on the organisational frontline, specifically the team-based environments commonly encountered in contact centre situations. In addition to fostering the practical leadership strategies that team leaders require to excel, this qualification brings particular focus to the evaluation of information from multiple sources, and application of effective solutions to customer service queries.

Course Structure

The Certificate IV in Customer Engagement is delivered by expert trainers over a period of 12 months. Workshops involve participants in active discussion, problem-solving exercises, networking opportunities, and presentations related to performing at a high level in a customer contact role. Students can also choose to undertake the course online. Upskilled uses an online Learning Management System to manage the delivery, assessment and learning resources. The online program is conducted over a 12 month period through a blended learning approach of distance and online.


There are no formal prerequisites for this qualification.

Recognition Of Prior Learning (RPL)

RPL is available for each Unit of Competency based on relevant workplace experience, formal training, or other expertise. To apply for RPL, please submit documentation in portfolio form for evaluation by Upskilled assessors.


Assessment is through participation in the 7 structured workshops as well as carrying out some workplace projects.

  • Recognition of Prior Learning/Credit Transfer
  • Written/Oral Questions
  • Written reports/ Case studies
  • Portfolio Assessments
  • Scenarios


Upskilled courses include detailed learning materials, assessments, and certification upon successful completion. Lunch, along with morning and afternoon tea are included for classroom courses, while online trainer support is included for online delivery.

Unit Outline

The course will address the following Units of Competency as identified in the National Business Services Training Package. All competencies must be successfully completed to attain the Certificate IV in Customer Contact.

Core Units

  • Coordinate implementation of customer service strategies
  • Develop teams and individuals
  • Implement continuous improvement
  • Provide personal leadership
  • Implement and monitor WHS policies, procedures and programs to meet legislative requirements
  • Implement workplace information systems
  • Promote innovation in a team environment
  • Show leadership in the workplace
  • Implement operational plan
  • Lead effective workplace relationships
  • Manage stress in the workplace
  • Address customer needs
  • Implement customer service standards

Price And Payment Options

Option 1 – Save 15% Save 15% ($580) when paying upfront. Total course cost: $3,270

Option 2 - 24 Month Interest-free payment plan No deposit, no interest to pay for 24 months. Get started for just $38 a week! Total course cost: $3,850

Upskilled has teamed up with zipMoney to offer you flexible weekly, fortnightly or monthly interest free payment plans, allowing you start studying now without the financial burden!

For more information, or to enrol simply request a Free Information Pack or click on the "Enquire Now" button below.

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