Certificate II in Customer Contact Online Course

9 units are required for the qualification (3 core units and 6 elective units):

3 core units are:

BSBCCO203A (Core) Conduct customer contact
This unit describes the performance outcomes, skills and knowledge required to respond effectively to customer contact.
Competence in this unit requires responding to a wide range of customer enquiries and contacts over a variety of communication methods. Compliance with organisational, legislative and regulatory requirements is required, as is the ability to respond in a manner that meets both customer and business needs.

• Prepare for customer contact
• Provide quality service in response to customer queries
• Arrange provision of a product or service
• Respond to customer enquiries

BSBCCO205A (Core) Prepare for work in a customer contact environment
This unit describes the performance outcomes, skills and knowledge required to participate in customer contact operations.
Competence in this unit requires understanding of customer contact operations and requirements.
• Relate own role to customer contact operations
• Reflect on personal performance
• Maintain a professional approach to employment
• Participate in a workplace team

BSBCMM201A (Core) Communicate in the workplace
This unit describes the performance outcomes, skills and knowledge required to communicate in the workplace. It includes gathering, conveying and receiving information together with completing routine written correspondence.
• Gather, convey and receive information and ideas
• Complete workplace documentation and correspondence
• Communicate in a way that responds positively to individual differences

6 electives we have selected:

BSBCUS201B (Elective) Deliver a service to customer
This unit describes the performance outcomes, skills and knowledge required to deliver all aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback.
• Establish contact with customers.
• Identify customer needs.
• Deliver service to customers.
• Process customer feedback.

BSBWOR203B (Elective) Work effectively with others
This unit describes the performance outcomes, skills and knowledge required to work in a group environment promoting team commitment and cooperation, supporting team members and dealing effectively with issues, problems and conflict.
• Develop effective workplace relationships.
• Contribute to workgroup activities.
• Deal effectively with issues, problems and conflict.

BSBWHS201A (Elective) Contribute to health and safety of self and others
This unit describes the performance outcomes, skills and knowledge required to participate in work health and safety (WHS) processes to protect own health and safety, and that of others.
• Work safely
• Implement workplace safety requirements
• Participate in WHS consultative processes

BSBCCO308A (Elective) Conduct outbound customer contact
This unit describes the performance outcomes, skills and knowledge required to make outbound contacts in relation to enquiries or sales of particular products and services.
Competence in this unit requires initiating a wide range of customer contacts over a variety of communication methods. Compliance with organisational, legislative and regulatory requirements is required, as is the ability to respond in a manner that meets both customer and business needs.
• Prepare for outbound contact
• Conduct outbound contact
• Arrange provision of a product or service
• Manage customer contact

BSBCCO309A (Elective) Develop product and service knowledge for customer contact operation
This unit describes the performance outcomes, skills and knowledge required to develop knowledge of products and services in preparation for customer contact in an inbound or outbound customer contact activity.
• Acquire knowledge of products and services in a specified area
• Evaluate the full range of products and services in a designated area of business
• Convert product and service knowledge into benefits

BSBCMM301B (Elective) Process customer complaints
This unit describes the performance outcomes, skills and knowledge required to handle formal and informal negative feedback and complaints from customers. Operators may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.
• Respond to complaints
• Refer complaints
• Exercise judgement to resolve customer service issues