Learning Verve

Diploma of Customer Contact (BSB50307)

Frontline managers are essential in developing and influencing customer service to ensure the organisation’s objectives are met. This qualifications addresses the key role frontline managers play in leading quality customer service for their team.

This qualification will provide participants with the knowledge and skills to ensure that products and services are delivered and maintained to standards agreed by the organisation and the customer as well as the key managerial skills to ensure the team is ‘on-board’.

The Learning Verve Diploma of Customer Contact requires participants to complete 10 units - 6 core units and 4 elective units for the qualification.

BSBCCO601A	Optimise customer contact operations
BSBINM501A	Manage an information or knowledge management system
BSBINN502A	Build and sustain an innovative work environment
BSBMGT516A	Facilitate continuous improvement
BSBWOR502A	Ensure team effectiveness
FNSICORG515A	Provide mentoring and coaching within the workplace

BSBHRM402A	Recruit, select and induct staff
BSBCCO602A	Manage customer contact information
BSBCCO607A	Manage customer contact centre staffing
BSBCUS401A	Coordinate implementation of customer service strategies