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Certificate IV in Customer EngagementBSB40315

Many jobs around Australia are dependent on strong customer service delivery for a successful outcome. A Certificate IV course in Customer Engagement will help you understand how to face challenging customer service situations with confidence while addressing customer needs effectively. 

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    Interested in Customer Engagement?

    There can be so much pressure to pick the right career, that’s why here at Skill Hire we offer helpful and insightful advice that helps to choose a career you’ll love. 

    This qualification reflects the role of individuals with excellent communication and interpersonal skills who undertake complex customer interactions, often as a team leader and with significant authority to delegate, respond to complex customer requests, handle complaints, coach staff and complete related administrative tasks. 

    Course Summary & Student Information

    Course Code


    Certificate IV in Customer Engagement

    Nationally Recognised?


    Study Load

    4-6 hours per week

    Start Date


    Units of Competency

    Unit Code Unit Title
    BSBWHS401 Implement and monitor WHS policies, procedures and programs
    BSBMGT403 Implement continuous improvement
    BSBITU401 Design & develop complex documents
    BSBITU402 Design & use complex spreadsheets
    BSBCUS401 Implement customer service standards
    BSBCUS401 Coordinate implementation of customer service strategies
    BSBMKG419 Analyse consumer behavior
    BSBSLS501 Develop a sales plan
    BSBMGT401 Leadership in the workplace
    BSBWOR403 Manage stress in the workplace
    BSBLED401 Develop teams and individuals
    BSBWOR404 Develop work priorities
    BSBMGT401 Show leadership in the workplace
    BSBCUS402 Address customer needs


    Additional Information

    “Please note during the COVID-19 Pandemic, Skill Hire has adjusted training and assessment to abide by the ongoing government requirements for social distancing. As such, many face to face classes have been adjusted to online zoom classes, along with one on one zoom support, phone support and limited face to face practical training sessions. For more information, please speak with a Skill Hire representative.”

    How to Enrol

    While the enrolment process can vary from student to student, accredited courses require the following to be completed or provided at time of enrolment: Skill Hire registration form, Language Literacy and Numeracy assessment, USI information and fees and charges agreed upon.

    Entry Requirements

    There are no entry requirements for this qualification, however you will be expected to be able to; access the online learning portal via an internet connection, access a customer service environment, access Microsoft Office, understand and communicate the English language and complete a pre-commencement assessment. 

    Recognition of Prior Learning

    A Recognition of Prior Learning (RPL) Assessment tests your formal and in-formal learning to determine the extent to which you have achieved required learning outcomes, competency outcomes, or standards, for entry to this qualification. An RPL is available to all students by consulting our administrative staff.

    Payment Options

    While each student is different, some of our popular payment options include payment plans, direct debit payments, employer invoicing options and payment in full prior to commencement. In circumstances of financial hardship, at the discretion of Skill Hire, our RTO may completely waive fees for eligible candidates.

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    I wanted to say a big thank you to Skill Hire and the team, especially Wayne for such an amazing experience for our students. All of our students were thoroughly engaged with the course and learned many valuable skills.