Microcredential – Customer Engagement Essentials
Enhance your customer engagement skills with our course Customer Engagement Essentials. Learn to identify customer requirements, adapt options to meet their expectations, and provide exceptional service in line with organisational policies. Gain the expertise to finalise engagements, seek feedback, and identify opportunities for continuous improvement, ensuring customer satisfaction and loyalty.
Course Structure
Unit - Customer Engagement Essentials
- Personal targets and key performance indicators
- KPI’s or performance drivers
- Understanding your enterprise’s priorities
- Identify and confirm customer requirements
- Communication skills
- Further sale opportunities
- Product/service knowledge
- Technical skills
- Identifying needs
- Questioning the customer
- Customer needs and expectations
- Select appropriate products and services
- Sources of information
- Identify add-ons
- Delivery options
- Customer satisfaction
- Customer requirements
- Customer expectations
- Consultation with customer
- Placing and actioning an order
- Payment options
- Informing customers of terms and conditions
- Credit checks
- Software and systems
- Credit and credit agreements
- Actioning orders and escalate queries
- Key resource people
- Record details of customer engagement
- Follow up information
- Compliance
- Performance appraisals/evaluations
- Seek customer feedback / satisfaction
- Continuous improvement
- First Call Resolution (FCR)
- Operational environment
- Disability aids in the workplace
- Home agents
- Security systems
- Customer base
- Organisational policies, procedures, protocols
- Internet and intranet services
- Commonly used infrastructure
Study Hours
Estimated duration 15 hours
Course Delivery and Start
Start anytime, self-paced and 100% online
Assessment
Assessment will be comprised of written exercises, including short-answer questions, reflective tasks, short reports and/or projects. There are no examinations or due dates for assessment. As a result, you can complete training in your own time and at your own pace with the assistance of unlimited tutor support.
Testimonials
It was a valuable experience; I learned new concepts that will benefit me greatly. Thank you!
Laura | Southport, QLD | Customer Engagement Essentials
Graduation
A Certificate of Attainment and Statement of Results will be issued upon successful completion of this course.
How to Enrol
Enrolment Form – Employment Services and Rehabilitation Providers
Enrol via Live Chat (Business Hours)
Enrol via Telephone 1300 76 2221 (Business Hours)
Payment Options
Visa, Mastercard, BPAY and EFT/Direct Deposit. Please allow 1-2 Business days for processing for EFT and BPAY.
Course FAQs
Why Choose Australian Online Courses?
- Professional development that is widely recognised and respected;
- Improve your employment opportunities;
- Study online, anywhere via our elearning system;
- High-quality professional development programs written by industry experts;
- All course materials provided online – no textbooks to buy;
- Unlimited tutor support via email;
- We offer twelve (12) months’ access, with extensions available upon application (fees apply);
- Course may be tax deductible; see your tax advisor.
Are there any entry requirements or pre-requisites?
There are no course or subject pre-requisites for entry into our programs. However, our professional development programs are generally intended for people over the age of 18. In some circumstances, enrolments from younger people may be considered. Please complete the AOC Parent Guardian Consent Form prior to enrolling and submit here.
Are there any computer requirements?
To study online with Australian Online Courses you will need a computer (desktop PC/laptop) running a current/updated operating system with reliable high-speed internet access. You will need to use the Google Chrome browser to access your course.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
How is this course delivered?
This course is delivered online via our easy-to-navigate Learning Management System (LMS), where you will discover interactive online learning/written content, resources and assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our LMS and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email only during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.
Career Pathways
Future growth
Strong
Unemployment
Low
Professional development for individuals working or aspiring to work in business and customer service.
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