BSB40315 Certificate IV in Customer Engagement

Handle challenging customer service situations with confidence

Jobs & Skills WAOur Certificate IV in Customer Engagement will expand on your existing customer service skills, giving you the ability to address customer needs which can assist with return business. This course can assist you to become proficient in receiving and responding to complex customer requests, handle customer complaints, apply key performance indicators, leading a team gathering and interpreting data.

This course is suitable for you if you have excellent communication and interpersonal skills and undertake complex customer interactions

You are possibly a team leader with significant authority to delegate, respond to complex customer requests, handle complaints, coach staff and complete related administrative tasks. You might be in a role such as:

  • Contact centre team leader
  • Quality assurance coordinator
  • Customer contact coach
  • Analyst
  • Scheduler
  • Complex enquiry customer contact operator

This training is also ideal if you’re new to an industry:

  • Looking for a career change
  • Need this qualification for employment purposes
  • Seeking a formal qualification
  • Have office experience but seeking a formal qualification

Book your course today!

Student Information


Modes of Program Delivery

  • Delivered and assessed online through the BLC Learning Management System over a 12 month period

BSB40315 Certificate IV in Customer Engagement Course Units

  • BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements
  • BSBMGT403 Implement continuous improvement
  • BSBITU401 Design & develop complex text documents
  • BSBITU402 Design & use complex spreadsheets
  • BSBCUS403 Implement customer service standards
  • BSBCUS401 Coordinate implementation of customer service strategies
  • BSBMKG419 Analyse consumer behaviour
  • BSBSLS501 Develop a sales plan
  • BSBMGT401 Show leadership in the workplace
  • BSBWOR403 Manage stress in the workplace
  • BSBLED401 Develop teams and individuals
  • BSBWOR404 Develop work priorities
  • BSBCUS402 Address customer needs


  • The online system is so easy to use, it all flows and is explained very well ..... being able to contact my trainers at any time was also very helpful.

  • .... the online system is simple, efficient and easily understood. The trainers and assessors were prompt and professional .... I would recommend the Business Leadership Centre to others.

    Certificate IV in WHS
  • I learnt so much about myself and how I learn through putting Debi’s strategies in place. ...develop new skills and then share them ... in the workplace.

  • Very clear and enjoyable course. Highly recommended.

    Supervisor Toolbox
  • The support I received throughout my training and after ..... was very much appreciated. Having the trainer available to talk to when I needed, really helped me complete my training.

    Certificate IV in Customer Engagement
  • Corina is a very knowledgeable lecturer / leader in her field of work.

    Experienced Supervisors
  • Wonderful course

    Conflict Resolution
  • Very relevant and engaging. Instructor was great and well prepared.

    Experienced Supervisors
  • Love the online system. It was easy to use ..... and easy to contact my trainer. I loved having the continual support ..... I would highly recommend BLC

  • Brilliant course I would highly recommend it.

    Conflict Resolution
  • Great hands on learning.

    Experienced Supervisors
  • Great training in a nice environment. Highly recommend.

    Time Management
  • Great venue, excellent trainer and great resources. I found my course highly engaging and loved the group activities.

  • I loved attending my short course, the content was great and the trainers knowledge was amazing. Just a great course which gave me the tools and information I needed.

  • Ian is a fantastic trainer who is able to inject humour ..... is very relate-able and structures his course around real life experiences, always getting all team members involved....

    Conflict Resolution & Time Management
  • Great pace, clear concise information. Good reference material too.

    Time Management
  • Awesome training facility.The entire course was engaging and really gave me an introduction into Emotional Intelligence.

    Emotional Intelligence
Download Course Guide
  • Download a free course guide

    Complete your details to receive a free course guide and to be contacted by an Business Leadership Centre Training Course Advisor.

  • This field is for validation purposes and should be left unchanged.