ICT30102

Certificate III in Customer Contact

Overview

In order to retain customers and increase the level of professionalism of any organisation, customer contact representatives require a high standard of training. This course is designed to provide a range of business skills for those working in a call centre environment or dealing with any customer service related matters over the telephone.  In general, it provides participants the ability to increase their skills in customer service, customer support, effective team skills and reporting.

Designed for

Customer contact operational environments utilising multiple technologies including telephony, internet services and face-to-face contact staff, including customer service officers, help desk operators, customer contact officers, telemarketer or telesales representative (both inbound and outbound).

Course Outcomes

This course will provide participants with the knowledge and skill to:

·         Gain the skills to manage workplace and customer relationships

·         Acquire telemarketing skills and techniques that really work

·         Provide sales solutions to customers

·         Negotiate effectively with customers

·         Communicate effectively with customers at all levels

·         Resolve complex customer complaints

·         Process customer accounts and credit applications

Course Structure

      A total of 14 units of competency must be completed.

Recognition of Prior Learning (RPL)

A formal process for recognising skills and knowledge, RPL takes into account previous studies you may have completed as well as life and work experiences. You may be granted credits or exemptions for some units in this course.

Click here for more information on RPL

Qualifications and Recognition

Upon successful completion of this course students will receive a Certificate III in Customer Contact.

This qualification is recognised nationally under the Australian Qualifications Framework (AQF).

Where to Next

·         Certificate IV in Customer Contact

·         Certificate IV in Business

·         Certificate IV in Business Administration

·         Certificate III in Business (Frontline Management)

·         Certificate IV in Business (Frontline Management)

Arrow provides tailored training programs.  Our training needs analysis helps companies to identify the right training and development programs which maximise the benefits of learning and optimise the performance in the workplace. 

Please click here to email us with any questions.

Please call 1300   73  79  77   for more information