Diploma of Customer Contact Online Course

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Wichtige informationen

  • Kurs
  • Online
  • Wann:
    Freie Auswahl
Beschreibung

The Diploma of Customer Contact reflects the role of individuals who possess a sound theoretical knowledge base and use a range of specialised, technical or managerial competencies to plan, carry out and evaluate their own work and/or the work of a team.. Course Delivery This course is delivered 100% online, supported with online resources. This means the student can undertake learning activities at a time convenient to workplace demands without having to leave the work site to attend workshops. All that is required is access to a computer and the internet. Upon enrolment students will be emailed an enrolment form to select elective units (if applicable) once this is returned students are issued with a login and password, providing access to the training providers e-learning centre. The average time required to complete the course is normally 12 months (however you have unlimited time to complete this course). The length of time it takes you to complete this course depends on how much time you can invest each week, so if you spend more than 12 hours per week on the course you will finish sooner. On line learning allows students the flexibility of completing their course at their own pace, at times to suit work and other life commitments. Avoiding commutes, classrooms and rigid timetables are just a few good reasons to undertake online learning. Students can "attend" a course at anytime, from anywhere as your training material and assessments are online. Tutor Support Tutor support is provided by industry experts and is available on-line (via our e-learning centre) or by phone if required. Assessments are completed and submitted on-line and feedback is provided. Recognition and Accreditation This Qualification granted by the RTO has been endorsed by the National Quality Council. This program is nationally recognised under the Australian Quality Training Framework (AQTF), in association with Australian Sales Masters...

Wichtige informationen

Voraussetzungen: Entry requirements Students must have basic literacy and numeracy skills Minimum education Open entry. Previous schooling and academic achievements are not required for entry into this course. Minimum age Minimum age of 16 years. If you are under 18 your application must be signed by a parent or guardian. Computer requirements Students will need access to a computer and the internet. For students who do not have access to either a computer or the...

Veranstaltungsort(e)

Wo und wann

Beginn Lage
Freie Auswahl
Online

Was lernen Sie in diesem Kurs?

Management
Access
Coaching
Mentoring
Performance
Quality
Customer Service
Innovation
systems
Industry
Teamwork
Team Training
Quality Training
IT Development
IT Management
Skills and Training

Themenkreis

10 units are required for this qualification (6 core units and 4 elective units).

6 core units are:

BSBMGT516A (CORE) FACILITATE CONTINUOUS IMPROVEMENT
This unit describes the performance outcomes, skills and knowledge required to lead and manage continuous improvement systems and processes. Particular emphasis is on the development of systems and the analysis of information to monitor and adjust performance strategies, and to manage opportunities for further improvements.

  •     Lead continuous improvement systems and processes.
  •     Monitor and adjust performance strategies.
  •     Manage opportunities for further improvement

BSBCCO601A (CORE) OPTIMISE CUSTOMER CONTACT OPERATIONS
This unit describes the performance outcomes, skills and knowledge required to use data and statistical tools to monitor and optimise customer contact processes.

  •     Analyse customer contact processes using statistical tools
  •     Rectify productivity impediments
  •     Conduct a process review
  •     Benchmark customer contact operations

BSBINM501A (CORE) MANAGE AN INFORMATION OR KNOWLEDGE MANAGEMENT SYSTEM
This unit describes the performance outcomes, skills and knowledge required to organise learning to use an information or knowledge management system and to manage the use of the system.

  •     Organise learning to use information or knowledge management system
  •     Manage use of information or knowledge management system
  •     Review use of information or knowledge management system

BSBINN502A (CORE) BUILD AND SUSTAIN AN INNOVATIVE WORK ENVIRONMENT
This unit describes the performance outcomes, skills and knowledge required to create an environment that enables and supports the application of innovative practice.

  •     Lead innovation by example
  •     Establish work practices that support innovation
  •     Promote innovation
  •     Create a physical environment which supports innovation
  •     Provide learning opportunities

FNSICORG515A (CORE) PROVIDE MENTORING AND COACHING WITHIN THE WORKPLACE
This unit covers the provision of mentoring and coaching within the workplace by managers or supervisors to assist in maximising the opportunity for the individual to achieve individual and organisational goals and ensure career progression within the financial services industry. This is a new unit.

  •     Identify individuals learning and development needs
  •     Identify appropriate mentoring and/or coaching avenues
  •     Undertake mentoring and/or coaching
  •     Monitor and evaluate mentoring and/or coaching

BSBWOR502A (CORE) ENSURE TEAM EFFECTIVENESS
This unit describes the performance outcomes, skills and knowledge required to facilitate all aspects of teamwork within the organisation. It involves taking a leadership role in the development of team plans, leading and facilitating teamwork and actively engaging with the management of the organisation.

  •     Establish team performance plan.
  •     Develop and facilitate team cohesion.
  •     Facilitate teamwork.
  •     Liaise with stakeholders.

4 elective units are:

BSBCCO402A (ELECTIVE) GATHER, COLLATE AND RECORD INFORMATION
This unit describes the performance outcomes, skills and knowledge required to gather, collate and accurately record information from a variety of sources including interviews and database systems.

  •     Obtain, record and analyse information from the community
  •     Take and compile statements
  •     Conduct interviews
  •     Utilise information/ database systems
  •     Use interview and evidence recording equipment
  •     Exchange information with other members within the organisation

BSBCUS401A (ELECTIVE) COORDINATE IMPLEMENTATION OF CUSTOMER SERVICE STRATEGIES
This unit describes the performance outcomes, skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback.

  •     Advise on customer service needs
  •     Support implementation of customer service strategies
  •     Evaluate and report on customer service

BSBOHS509A (ELECTIVE) ENSURE A SAFE WORKPLACE
This unit describes the performance outcomes, skills and knowledge required to establish, maintain and evaluate the organisation's occupational health and safety (OHS) policies, procedures and programs in the relevant work area in accordance with OHS legal requirements.

  •     Establish and maintain an OHS system.
  •     Establish and maintain participative arrangements for the management of OHS.
  •     Establish and maintain procedures for identifying hazards, and assessing and controlling risks.
  •     Establish and maintain a quality OHS management system.

BSBHRM402A (ELECTIVE) RECRUIT, SELECT AND INDUCT STAFF
This unit describes the performance outcomes, skills and knowledge required to execute tasks associated with the recruitment cycle.

  •     Determine job descriptions.
  •     Plan for selection.
  •     Assess and select applicants.
  •     Appoint and induct successful candidate.