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The ability of your
organisation to win business and retain customers often comes down
to the quality of customer service you provide. Generally this is
due to the fact that there is an abundance of similarly priced
products and services available.
Creating a comprehensive customer service approach is therefore
crucial - the best-performing companies are the ones who ensure
their clients receive excellent service every step of the way in
every instance.
The Certificate IV qualification has been designed for analysts, quality assurance officers, schedulers, subject matter expert/coaches and team leaders.
The Learning Verve Certificate IV in Customer Contact requires participants to complete 13 units - 3 core units and 10 elective units for the qualification. 4 units must be selected from Group A. The remaining 6 units may be selected from Group A or B or from qualifications at the same level or higher.
Core units
|
BSBCUS401B |
Coordinate implementation of customer service strategies |
|
BSBLED401B |
Develop teams and individuals |
|
BSBOHS407B |
Monitor a safe workplace |
Elective units (Group A)
|
BSBCCO403A |
Schedule customer contact activity |
|
BSBCCO404A |
Collect, analyse and record information |
|
BSBCCO405A |
Survey stakeholders to gather and record information |
|
BSBCCO406A |
Run a multicentre |
|
BSBCCO407A |
Administer customer contact technology |
|
BSBCUS402B |
Address customer needs |
|
BSBCUS403B |
Implement customer service standards |
|
BSBMGT401A |
Show leadership in the workplace |
|
BSBMKG402B |
Analyse consumer behaviour for specific markets |
|
BSBWOR403A |
Manage stress in the workplace |
Elective units (Group B)
|
BSBCOM401B |
Organise and monitor the operation of compliance management system |
|
BSBCOM402B |
Implement processes for the management of a breach in compliance requirements |
|
BSBCOM403B |
Provide education and training on compliance requirements and systems |
|
BSBCOM404B |
Promote and liaise on compliance requirements, systems and related issues |
|
BSBHRM402A |
Recruit, select and induct staff |
|
BSBINM401A |
Implement workplace information system |
|
BSBINN301A |
Promote innovation in a team environment |
|
BSBLED501A |
Develop a workplace learning environment |
|
BSBMGT402A |
Implement operational plan |
|
BSBMGT403A |
Implement continuous improvement |
|
BSBMGT405A |
Provide personal leadership |
|
BSBPMG404A |
Apply quality management techniques |
|
BSBPMG407A |
Apply risk management techniques |
|
BSBPMG510A |
Manage projects |
|
BSBSLS501A |
Develop a sales plan |
|
BSBSLS502A |
Lead and manage a sales team |
|
BSBSUS301A |
Implement and monitor environmentally sustainable work practices |
|
BSBWOR401A |
Establish effective workplace relationships |
|
CHCINF505C |
Meet statutory and organisation information requirements |
|
CHCPOL403B |
Undertake research activities |
|
ICASAS305A |
Provide IT advice to clients |
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