Certificate III Customer Engagement

The nationally recognised BSB30120 Certificate III in Business (Customer Engagement) will give you a great introduction to the business world and arm you with the tools to provide service that keep your customers coming back. Customer engagement is all about goal setting to achieve positive customer experience.

Understanding customer needs and providing qualified advice builds customer loyalty and a brand reputation. You will learn how to use industry essential skills like planning for success, producing documents, working as part of a team, delivering quality customer service, and managing feedback and complaints, to make it easier for customers to connect with your brand.

What really sets this program apart is the hands-on practical experience it provides. Learners are immersed in a simulated business, giving them the opportunity to put their newfound knowledge into practice and build confidence in their abilities. And with access to business support documents and templates, as well as guided instructions for simulation roleplays, you'll have everything you need to succeed.

Some roles this customer service course online will prepare you for include:

• Executive Assistant
• Office Assistant
• Receptionist
• Customer Service Representative

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Course snapshot

Use inclusive work practices

Apply critical thinking skills in a team environment

Assist with maintaining workplace safety

Deliver and monitor a service to customers

Maintain business to business relationships

Learn more about MCI Institute

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Course structure

In this customer service course online, we have put together an awesome learning pathway to prepare you for a successful career in customer service. Together with creative and easy to use worksheets, you’ll be immersed into a variety of simulated environments and navigate through activities designed to get you practicing on-the-job performance and behaviour.

Units are grouped into logical batches to ensure you get the most out of the Certificate III in Customer Engagement.

Core Unit:

MCI-O MCI Orientation
BSBPEF201 Support personal wellbeing in the workplace
BSBSUS211 Participate in sustainable work practices
BSBTWK301 Use inclusive work practices
BSBWHS311 Assist with maintaining workplace safety
BSBXCM301 Engage in workplace communication
BSBCRT311 Apply critical thinking skills in a team environment

Electives:

BSBPEF301 Organise personal work priorities
BSBWRT311 Write simple documents
BSBTEC302 Design and produce spreadsheets
BSBOPS304 Deliver and monitor a service to customers
BSBXDB301 Respond to service needs of customers and clients with disability
SIRXCEG005 Maintain business to business relationships
BSBOPS305 Process customer complaints

Explore course structure

There are a range of assessment methods used for summative assessments, which can depend on the qualification.

Independent assessment tasks to assess a student’s knowledge of the subject, can include:
1. Written answer questions
2. Written answer questions based on case study or scenario
3. Other evidence based on simulated workplace scenarios (e.g. screenshots, pictures, images etc.)

Workplace simulation tasks to help observe and assess a student’s performance and skills, including
1. Written answer questions based on case study or simulation
2. Production of documents, presentations or spreadsheets
3. Portfolio of evidence based on simulated workplace scenarios (e.g. audio or video recordings, project work, research assignments etc.)

Your MCI support

As an MCI Institute student you will have a full circle of support. Your goal is our goal and we are dedicated to you and your journey. Meet some of the people who make your potential their purpose.

View our full team

Faizeh Dayri

Wellbeing Team Leader

Faizeh Dayri

Wellbeing Team Leader

I joined MCI because I have always had an interest in helping people learn and giving them the opportunity to learn and grow. Everyone has the potential to make their dreams come true.

Course dates and pricing.

Your online certificate courses with the MCI Institute can start whenever you are ready. Once enrolled and you have picked a payment plan your course can commence straight away.

Certificate III, IV and Diploma courses generally run for 12 months.

You can pay upfront or as you go on a weekly or monthly payment plan. Our online customer service course fee discounts are applicable if you pay upfront or on an accelerated 6 month payment plan.

Click here to check full course duration and pricing

Why are MCI Institute business course specialists?

MCI has been trusted by Australia's top 100 ASX companies for over 20 years. Our corporate side of the business brings a fresh and innovative approach to leadership and management training. We source leading educational techniques from around the world to achieve astounding results. MCI is the training company that brought LEGO Serious Play to Australia, substantially improving innovation and teamwork within companies.

What is a Nationally recognised, registered training organisation?

It means that we are a National Registered Training Organisation able to deliver qualifications to all states and territories of Australia.

All diplomas attained through MCI are nationally recognised qualifications accredited by the Australian Government's Department of Education and Training.

What is different about MCI Institute?

MCI provides you with support to ensure that you complete your qualification. Our resources are set up to guide you through your program in a user-friendly way. Our dedicated team of mentors is available to encourage you and help with goal-setting, motivation and general well-being support.
We understand that learning online is challenging and your own commitment to your studies is an essential component of your ultimate success!

How long is the course?

Students have up to 12 months to complete their course - click here to check the duration of our courses. You receive access to all of your units at the start of your course, so you can complete them at a pace that suits you best.

Do I have direct access to a mentor?

You have direct access to a mentor at all times during MCI business hours, Monday to Friday 9:00 to 5:00 pm. If you need assistance during after business hours, please let us know and we'll do our best to help you.

How do I sit my exams/do I have to sit exams in a classroom?

MCI courses don't have exams! Students are required to submit assessments as part of the online course, these can be submitted at any time before the end of the course.

What if I didn't like school or studying before?

With our full circle of support and our unique immersive learning methodology getting a qualification with MCI Institute will be different from what you have experienced in the past. You will still need to be fully committed and have motivation to complete your course. You will be online, but with MCI Institute, never alone.

What if I leave the country for a few months?

The course is fully online, so it is possible to complete your work from overseas. It's a good idea to let your mentor know that you will be travelling during study time. Your mentor can help you to stay on track as you must complete your course within the set time frame. In between semesters you are able to take a study break.

What computer will I need?

Any kind of computer or iPad and an internet connection is all you need to get started. It would be ideal if you have the Microsoft office suite. Student packages can be purchased.

BSB30120 Certificate III in Business (Customer Engagement)