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Customer Engagement Essentials

Enhance your customer engagement skills with our course Engage with Customers. 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.
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Start Anytime
Yes
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Delivery Method
100% Online
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Study Hours
15 hours
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Course Access
12 Months

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.

Printed learning materials are available for purchase for this course and can be ordered during enrolment.  

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
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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.

Career Outcomes

Professional development for individuals working or aspiring to work in business and customer service.

It was a valuable experience; I learned new concepts that will benefit me greatly. Thank you!
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Laura
Southport, QLD
Customer Engagement Essentials
November 2024
Enrol & start today
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  • Unlimited Support
  • 12 Months' Access
Customer Engagement Essentials
$199.00
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About Us

At Australian Online Courses, we are passionate about helping individuals from diverse backgrounds achieve their career goals. Since 2008, we have created opportunities for people in Australia and around the world.

Our Difference

What sets us apart is that we genuinely care about your career development. That’s why flexible study schedules, competitive pricing and exceptional customer and student support are at the heart of what we do. Our comprehensive courses, developed in consultation with industry employers, provide the skills and knowledge necessary for success in your current role or to pursue new opportunities.

Our state-of-the-art eLearning platform means you can study anywhere, anytime. So, enrol today and get the skills and confidence you need to achieve your career dreams, big or small.

Graduation

A Certificate of Attainment and Statement of Results will be issued upon successful completion of this course.

How to Enrol

You can enrol online by clicking Get Started on any course page under Enrol & Start Today. Follow the prompts to complete your enrolment as an individual, business, or service provider.

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.

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 with a competent level of English. For those under 18, please complete the Parent/Guardian Consent Form before enrolling.

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.

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.

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.

No. All courses are delivered online via our LMS and there are no work placement requirements in this course.

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.

Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.

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