BSB40315 Certificate IV in Customer Engagement

Workplace Delivery

The purpose of the Certificate IV in Customer Engagement  is to develop communication and interpersonal skills to undertake complex customer interactions, often as a team leader and with significant authority to delegate. This course will develop students’ skills, knowledge and attributes to respond to complex customer requests, provide support to a customer service team, handle complaints, coach staff and complete related administrative tasks. 


Improve your customer service

“The goal as a company is to have customer service that is not just the best but LEGENDARY.” – Sam Walton, Founder of Wal-Mart

Entry Requirements

There are no formal entry requirements for this qualification

Recognition of Prior Learning

Get credit for your existing experience. RPL (Recognition of Prior Learning) recognises the skills and knowledge you’ve gained through work and life experiences and maps those against the criteria for a unit of competency or the full qualification.


When you or your employees study with Future Institute:

♦  Students have the flexibility to complete theory online to maximise training efficiency.

♦  Training will be applied in workplace context and include organisational policies and procedures.

♦  Students will receive comprehensive support from our trainers either in person, by phone or via email.

Delivery Method

Future Institute provides a blended delivery model to suit the needs of each organisation. Our delivery models can include:

♦  Online Learning

♦  Face-to-Face Workshops

♦  Comprehensive student workbooks

Each student will have a dedicated trainer to support them throughout the training program, either in person via workshops, via email, over the phone or through our eLearning messaging system.


Future Institute provides its learning material on a leading edge eLearning platform, Moodlerooms.  Upon enrolment, students are provided access to Moodlerooms which can be accessed from any device with a standard internet connection. Our eLearning courses comprise interactive activities, videos, case studies and resources.


For employers with 6 or more staff participating in the same qualification, half-day face-to-face workshop sessions are included for each unit of competency. These workshops comprise of:

♦  Trainer facilitated learning

♦  Customisation of lesson tasks, incorporating organisational policies and procedures

♦  Group and individual learning activities

♦  Brainstorming and team collaboration

♦  Commencement of Assessment Tasks

♦  Additional support

These workshops are followed by a one-on-one meeting between the trainer and an employer representative to discuss session outcomes and to gain feedback.

How it works

The Certificate IV in Customer Engagement has 13 units of competency, including 3 core units as listed below. 

All Group A electives below must be completed. 6 electives can be chosen from Group B & Imported.

Core Units

  • BSBCUS401 Coordinate implementation of customer service strategies
  • BSBLED401 Develop teams and individuals
  • BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Group A Electives

  • BSBCUS402 Address customer needs
  • BSBCUS403 Implement customer service standards
  • BSBMGT401 Show leadership in the workplace
  • BSBWOR403 Manage stress in the workplace

Elective Group B & Imported

  • BSBLDR402 Lead effective workplace relationships
  • BSBMGT403 Implement continuous improvement
  • BSBMKG413 Promote products and services
  • TAEDEL404 Mentor in the workplace
  • BSBLDR403 Lead team effectiveness
  • BSBLDR511 Develop and use emotional intelligence
  • BSBLDR502 Lead and manage effective workplace relationships
  • BSBLDR401 Communicate effectively as a workplace leader
  • BSBWOR404 Develop work priorities
  • BSBADM502 Manage meetings
  • BSBWOR501 Manage personal work priorities and professional development
  • BSBMGT502 Manage people performance
  • BSBCUE304 Provide sales solutions to customers
  • BSBCMM301 Process customer complaints

Duration & Cost

Course Duration

The duration is 18 months, this may vary depending on each learner’s existing skills, knowledge and experience.

Course Fees:

The fee for service course fee is $4,995

Future Institute accepts payment via Electronic Funds Transfer.  Payment by instalment options are available to suit the needs of each client, please contact us for more information.

Australian Government Funding and State Incentives
The Australian Government is committed in supporting the Australian workforce to boost productivity and drive the economy forward.  As a result, Governments provide a range of comprehensive funding schemes and incentive opportunities to encourage training and development in the business community.

Your organisation may qualify for one or more of these schemes through the traineeship pathway. Visit our Government incentive / funding arrangements page for more information.

Benefits of Training 

  • Our qualifications are nationally recognised and can be tailored to suit the workplace.
  • Training improves the productivity and performance of individuals and teams as a whole.
  • Pay-roll tax exemption or tax rebate for trainees available in most States (See our Government Incentive / funding arrangements page for more information).
  • For new employees commencing a traineeship, the employer may be eligible for additional incentives up to $4,000 per staff member.
  • Providing professional development opportunities makes employees feel good about themselves and their employer.
  • Our training can be provided at a minimal cost due to funding initiatives that are available.
  • Training can be used as a retention strategy for employees.

How to Enrol

Ready to explore how we can get your team involved?
Contact Future Institute and a training consultant will assist you.

Call us now on 1300 329 300

Course Benefits

Online Access

Students will have the flexibility to complete theory online

Workplace Trainers

Specialised trainers will complete practical training in the workplace


Comprehensive support from trainers via phone and email

Applied Learning

Application of learning through workplace projects

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