ILSC Continuing Education
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ABOUT ILSC COLLEGES
ILSC EDUCATION GROUP
Brisbane, Sydney & Melbourne
About ILSC Business College
About ILSC Brisbane
About ILSC Sydney
About ILSC Melbourne
Cost of Living in Australia
Registration and Fees
Certificate II in Customer Engagement
Certificate III in Business
Certificate IV in International Trade
Diploma of International Business
Optional Business Internships
Packaged Business Programs
Campus Location Maps
Certificate II in Customer Engagement (BSB20215)
Develop key teamwork and communication skills needed for providing excellent customer service
Learn how to effectively build your product and service knowledge in order to provide relevant information to customers
Explore technology and information systems, record keeping and effective electronic communication skills
The Certificate II in Customer Engagement will prepare you for success in workplaces that are driven by customer relationships. Students will learn effective communication skills, how to manage conflict and handle customer complaints, how to work in a team, and how to build product and service knowledge in order to provide relevant information to customers. Students will also learn about key technologies used for customer engagement, such as contact management systems, and online communication softwares like email, chat software and more.
Successful graduates will be able to interact with customers, work with multiple communication channels, capture data and organise information, and receive and respond to customer requests.
Students can register for the nighttime schedule which takes place during weeknights, or the weekend schedule that takes place from Friday to Sunday.
5 hours per week of coursework will be completed online. The online study component includes exercises, discussion forums, and resources to help with assignments and to provide foundational academic and learning skills. Online study is available 24/7 for students to complete any time, and can be used to reach instructors outside of class.
15 hours of study per week will take place face-to-face in the classroom. Schedules combine the core lecture with foundation skills, business skills, workshops and assessment support.
* Schedules may vary. Optional internship can be scheduled outside of class time.
Conduct customer engagement
Prepare for work in a customer engagement environment
Manage personal stress in the workplace
Develop product and service knowledge for customer engagement operation
Communicate in the workplace
Process customer complaints
Deliver a service to customers
Contribute to health and safety of self and others
Work effectively with others
Course units may be subject to change
30 weeks (24 weeks study + 6 weeks scheduled breaks)
Includes 5 hours/week online study + 15 hours/week in class study
Optional internships available for an additional fee. Internship hours vary depending on schedule.
2017 Program Start Dates
Jan 16, Feb 6, Feb 27, Apr 10, May 2, May 22, Jun 13, Jul 24, Aug 14, Sep 4, Sep 25, Nov 6, Nov 27, Dec 18
Program availability is dependent on trainee enrollement.
Optional Internship Placement
In addition to the course work, students can undertake an unpaid internship placement in the business community. The aim of this placement is to provide practical experience in a business environment. Duties may vary and a business dress code may be required. The internship coordinator will visit students at the work place to offer support.
What is Nationally Recognised Training
All ILSC Business College programs are Nationally Recognised Training. The Nationally Recognised Training (NRT) logo is a distinguishable mark of quality for promoting and certifying national vocational education and training leading to Australian Qualifications Framework (AQF) qualifications or Statements of Attainment.
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The ILSC Education Group Inc.
and are used under license.
CRICOS Code 02137M ILSC (Brisbane) PTY LTD (Trading as ILSC-Brisbane, ILSC-Sydney and ILSC-Melbourne)