BSB30120 - Certificate III Business
Customer Engagement
Course Description
Get ready to nail the skills that make customers come back for more! This Certificate III course teaches you how to handle tough situations, communicate like a superstar, and build strong, lasting relationships.
Whether you’re in retail, a call center, or any customer-focused job, you’ll be set to keep things smooth and leave customers feeling great.
And there's more—you’ll also gain essential business knowledge, from teamwork and tech to workplace safety.
If you want to boost your career and become the go-to person for all things customer engagement, this course is your ticket!
What will you study?
In a Certificate III in Business (Customer Engagement Specialisation), you'll complete 13 units covering communication, customer service, business operations, and relationship management to enhance customer experiences in various industries.
Course Enrolment:
Anytime
Entry Requirements:
Nil
Course Duration:
12mths
Location:
ABHT are approved to deliver this course nationally via our online platform and can deliver this training face to face in the workplace throughout Metro & SE QLD.
Study Options:
Training can be delivered face to face in the workplace or in a traditional classroom environment. Students can also study within their own schedule using our online platform or combination of face-to-face and online training.
Study Pathways:
Certificate IV Business
Diploma of Business
Certificate IV in Leadership and Management
Certificate III Business (Customer Engagement) Training Plan
Business Workplace
BSBTWK301 Use inclusive work practices
BSBTWK301 Use Inclusive Work Practices is all about making your workplace a welcoming, friendly, and inclusive space where everyone feels like they belong. In this unit, you'll learn how to celebrate and embrace the unique differences in your team, communicate in ways that connect people, and create an environment where everyone’s voice is heard. It’s about turning your workplace into a place where diversity isn’t just accepted—it’s celebrated, making work more fun and meaningful for everyone!
BSBXCM301 Engage in workplace communication
BSBXCM301 Engage in Workplace Communication is all about mastering the art of getting your message across in a way that’s clear, friendly, and effective. Whether it’s chatting with your team, writing emails, or presenting ideas, this unit teaches you how to communicate like a pro. You’ll learn how to listen actively, share information confidently, and make sure everyone’s on the same page—all while keeping the vibes positive and collaborative. It’s like leveling up your communication game to make work more fun, connected, and productive!
BSBPEF301 Organise personal work priorities
BSBPEF301 Organise Personal Work Priorities is your go-to guide for mastering the art of juggling tasks like a pro! In this unit, you'll learn how to set goals, manage your time, and stay on top of your to-do list with ease. It’s all about finding the perfect balance, so you can stay productive without feeling overwhelmed. By the end, you’ll be a prioritizing powerhouse, ready to tackle your workday with confidence and maybe even squeeze in some extra time for the things you love.
Business Documentation
BSBTEC301 Design and produce business documents
BSBTEC301 Design and Produce Business Documents is all about unleashing your inner document design guru! In this unit, you'll learn how to create professional, polished business documents that don’t just get the job done—they make a statement. Whether it’s crafting the perfect report, designing eye-catching presentations, or putting together a sleek spreadsheet, you’ll gain the skills to make every document look sharp and effective. By the end, you'll be the go-to person for all things document-related, turning ordinary business paperwork into something that truly stands out!
BSBWRT311 Write simple documents
BSBWRT311 Write Simple Documents is your guide to mastering the art of clear, straightforward communication. In this unit, you'll learn how to craft easy-to-read documents like emails, reports, and letters that get your message across without any fuss. It's all about writing with clarity, purpose, and a touch of professionalism. By the end, you'll be able to create simple, well-structured documents that are a breeze to read and understand, making your writing not just effective, but also a pleasure for others to read!
Customer Engagement
BSBOPS304 Deliver and monitor a service to customers
Deliver and monitor a service to customers is a comprehensive course that focuses on providing individuals with the skills to deliver exceptional customer service. Participants learn techniques for understanding customer needs, handling inquiries, and resolving complaints effectively. Through this course, individuals gain the knowledge and abilities to monitor service delivery, collect feedback, and continuously improve customer satisfaction levels.
BSBOPS305 Process customer complaints
Process customer complaints is a specialized course designed to equip individuals with the expertise to handle customer complaints efficiently and professionally. Participants learn techniques for actively listening to customers, gathering relevant information, and addressing issues promptly and effectively.Through this course, individuals gain the necessary skills to resolve complaints to the customer's satisfaction, fostering positive relationships and maintaining customer loyalty.
SIRXCEG002 Assist with customer difficulties
Assist with customer difficulties is a comprehensive unit that focuses on training individuals to handle customer challenges and concerns effectively. Participants learn how to empathise with customers, analyse their difficulties, and provide appropriate solutions or alternatives.Through this course, individuals acquire essential skills to de-escalate tense situations, ensure customer satisfaction, and contribute to a positive customer service experience.
SIRXMKT001 Support marketing and promotional activities
Support marketing and promotional activities is a valuable unit that educates individuals on assisting with various marketing initiatives. Participants learn how to contribute to promotional campaigns, coordinate marketing materials, and engage in market research activities. This course equips individuals with practical skills to support marketing efforts, enhance brand awareness, and ultimately drive business growth.
Sustainable Business
BSBSUS211 Participate in sustainable work practices
BSBSUS211, participating in sustainable work practices means integrating eco-friendly approaches into your daily routines. You'll focus on reducing waste, conserving resources, and implementing strategies that minimize your environmental impact. This involves everything from managing energy consumption and recycling materials to supporting sustainable suppliers and promoting green initiatives within your workplace. By adopting these practices, you contribute to a healthier planet while fostering a culture of sustainability that benefits both the environment and your organization.
BSBCRT311 Apply critical thinking skills in a team environment
BSBCRT311, applying critical thinking skills in a team environment involves leveraging analytical and problem-solving abilities to enhance collective decision-making. You'll work collaboratively to evaluate complex issues, challenge assumptions, and explore innovative solutions. This means engaging in thoughtful discussions, considering multiple perspectives, and using evidence-based reasoning to drive team strategies and actions. Your role is to foster a culture of open inquiry and constructive feedback, helping the team navigate challenges effectively and make well-informed decisions.
Work Health and Safety
BSBWHS311 Assist with maintaining workplace safety
BSBWHS311, assisting with maintaining workplace safety means actively supporting and implementing health and safety practices to create a secure work environment. You’ll help monitor safety procedures, conduct risk assessments, and ensure compliance with safety regulations. This involves identifying potential hazards, promoting safe work behaviors, and responding effectively to incidents or concerns. Your role is crucial in fostering a culture of safety, where employees are aware of and adhere to safety protocols, ultimately contributing to a safer and more productive workplace.
BSBPEF201 Support personal wellbeing in the workplace
BSBPEF201, supporting personal wellbeing in the workplace involves creating and maintaining an environment that fosters mental and emotional health. You'll implement practices and resources that help employees manage stress, balance work and life, and build resilience. This might include promoting wellness programs, encouraging open communication, and offering support for personal development. By prioritizing wellbeing, you contribute to a positive workplace culture where employees feel valued and supported, leading to increased job satisfaction and overall productivity.
Course Fees:
There are four available enrolment options to choose from for this course:
Course Fees:
There are five available enrolment options to choose from for this course:
Career Start:
Career Start provides individuals with the skills and support to start their career. The program provides training to help
individuals find a job and supports those already employed to move into more skilled roles or full-time employment, including after completing an apprenticeship or traineeship.
Career Start offers either a general training pathway or employment-based apprenticeship or traineeship pathway
Career Start - Apprenticeship/Traineeship
For apprenticeships and traineeships, an individual must be employed as an apprentice or trainee. This pathway is part of the Australian Apprenticeships system and requires all parties to sign an Apprenticeship and Traineeship Training Contract (the Contract) as defined by the Further Education and Training Act 2014 (the Act).
Please Note: The funding provided by Queensland Government doesn't cover the full cost of training.
ABHT is required to levy a Student Contribution Fee:
Non-concessional $1.60 per nominal hour
Concessional $1.12 per nominal hour
Total student contribution fees
Certificate III in Business - Customer Engagement
Non-concessional: $840.00
Concessional: $588.00
Career Start - General Training:
Qualifications and introductory skill sets delivered through a general training pathway are available for direct enrolment and do not require the student to enter into a training contract (apprenticeship/traineeship) with an employer.
Please Note: The funding provided by Queensland Government doesn't cover the full cost of training.
ABHT are required to charge co-contribution fees for this course, fees are charged and collected at the unit of competency rate.
• Non-Concessional Fees: $1 per unit
• Concessional Fees: $0.70 per unit
The total co-contribution fees for the Certificate III in Business (Customer Engagement)
Non-Concessional: $13.00
Concessional: $9.10
School-Based Traineeship:
School-Based Traineeships are fee free
Fee for Service:
Certificate III Business Customer Engagement - $2950.00
Please refer to student support for the Student Handbook as well as the complaints and appeals policy.
See below for refund policy.
Payment Structure for Courses over $1500.00
We make paying for your course simple and manageable.
Courses under $1,500: Pay upfront and in full at enrolment.
Courses over $1,500 A simple payment plan can arranged which will include a $1500 deposit on enrolment.
We also offer payment plans via Ezidebit direct debit, making it even easier to spread the cost of your course.
📌 Ezidebit terms, conditions, and fees apply. Full details will be provided during the enrolment process.
BSB30120 - Certificate III Business
Customer Engagement
Course Description
Get ready to nail the skills that make customers come back for more! This Certificate III Business course teaches you how to handle tough situations, communicate like a superstar, and build strong, lasting relationships. Whether you’re in retail, a call center, or any customer-focused job, you’ll be set to keep things smooth and leave customers feeling great.
And there's more—you’ll also gain essential business knowledge, from teamwork and tech to workplace safety. If you want to boost your career and become the go-to person for all things customer engagement, this course is your ticket!
What will you study?
In a Certificate III in Business (Customer Engagement Specialisation), you'll complete 13 units covering communication, customer service, business operations, and relationship management to enhance customer experiences in various industries.
Course Enrolment:
Anytime
Entry Requirements:
Nil
Course Duration:
12mths
Location:
ABHT are approved to deliver this course nationally via our online platform and can deliver this training face to face in the workplace throughout Metro & SE QLD.
Study Options:
Training can be delivered face to face in the workplace or in a traditional classroom environment. Students can also study within their own schedule using our online platform or combination of face-to-face and online training.
Study Pathways:
Certificate IV Business
Diploma of Business
Certificate IV in Leadership and Management
Certificate III Business (Customer Engagement) Training Plan
Business Workplace
BSBTWK301 Use inclusive work practices
BSBTWK301 Use Inclusive Work Practices is all about making your workplace a welcoming, friendly, and inclusive space where everyone feels like they belong. In this unit, you'll learn how to celebrate and embrace the unique differences in your team, communicate in ways that connect people, and create an environment where everyone’s voice is heard. It’s about turning your workplace into a place where diversity isn’t just accepted—it’s celebrated, making work more fun and meaningful for everyone!
BSBXCM301 Engage in workplace communication
BSBXCM301 Engage in Workplace Communication is all about mastering the art of getting your message across in a way that’s clear, friendly, and effective. Whether it’s chatting with your team, writing emails, or presenting ideas, this unit teaches you how to communicate like a pro. You’ll learn how to listen actively, share information confidently, and make sure everyone’s on the same page—all while keeping the vibes positive and collaborative. It’s like leveling up your communication game to make work more fun, connected, and productive!
BSBPEF301 Organise personal work priorities
BSBPEF301 Organise Personal Work Priorities is your go-to guide for mastering the art of juggling tasks like a pro! In this unit, you'll learn how to set goals, manage your time, and stay on top of your to-do list with ease. It’s all about finding the perfect balance, so you can stay productive without feeling overwhelmed. By the end, you’ll be a prioritizing powerhouse, ready to tackle your workday with confidence and maybe even squeeze in some extra time for the things you love.
Business Documentation
BSBTEC301 Design and produce business documents
BSBTEC301 Design and Produce Business Documents is all about unleashing your inner document design guru! In this unit, you'll learn how to create professional, polished business documents that don’t just get the job done—they make a statement. Whether it’s crafting the perfect report, designing eye-catching presentations, or putting together a sleek spreadsheet, you’ll gain the skills to make every document look sharp and effective. By the end, you'll be the go-to person for all things document-related, turning ordinary business paperwork into something that truly stands out!
BSBWRT311 Write simple documents
BSBWRT311 Write Simple Documents is your guide to mastering the art of clear, straightforward communication. In this unit, you'll learn how to craft easy-to-read documents like emails, reports, and letters that get your message across without any fuss. It's all about writing with clarity, purpose, and a touch of professionalism. By the end, you'll be able to create simple, well-structured documents that are a breeze to read and understand, making your writing not just effective, but also a pleasure for others to read!
Customer Engagement
BSBOPS304 Deliver and monitor a service to customers
Deliver and monitor a service to customers is a comprehensive course that focuses on providing individuals with the skills to deliver exceptional customer service. Participants learn techniques for understanding customer needs, handling inquiries, and resolving complaints effectively. Through this course, individuals gain the knowledge and abilities to monitor service delivery, collect feedback, and continuously improve customer satisfaction levels.
BSBOPS305 Process customer complaints
Process customer complaints is a specialized course designed to equip individuals with the expertise to handle customer complaints efficiently and professionally. Participants learn techniques for actively listening to customers, gathering relevant information, and addressing issues promptly and effectively.Through this course, individuals gain the necessary skills to resolve complaints to the customer's satisfaction, fostering positive relationships and maintaining customer loyalty.
SIRXCEG002 Assist with customer difficulties
Assist with customer difficulties is a comprehensive unit that focuses on training individuals to handle customer challenges and concerns effectively. Participants learn how to empathise with customers, analyse their difficulties, and provide appropriate solutions or alternatives.Through this course, individuals acquire essential skills to de-escalate tense situations, ensure customer satisfaction, and contribute to a positive customer service experience.
SIRXMKT001 Support marketing and promotional activities
Support marketing and promotional activities is a valuable unit that educates individuals on assisting with various marketing initiatives. Participants learn how to contribute to promotional campaigns, coordinate marketing materials, and engage in market research activities. This course equips individuals with practical skills to support marketing efforts, enhance brand awareness, and ultimately drive business growth.
Sustainable Business
BSBSUS211 Participate in sustainable work practices
BSBSUS211, participating in sustainable work practices means integrating eco-friendly approaches into your daily routines. You'll focus on reducing waste, conserving resources, and implementing strategies that minimize your environmental impact. This involves everything from managing energy consumption and recycling materials to supporting sustainable suppliers and promoting green initiatives within your workplace. By adopting these practices, you contribute to a healthier planet while fostering a culture of sustainability that benefits both the environment and your organization.
BSBCRT311 Apply critical thinking skills in a team environment
BSBCRT311, applying critical thinking skills in a team environment involves leveraging analytical and problem-solving abilities to enhance collective decision-making. You'll work collaboratively to evaluate complex issues, challenge assumptions, and explore innovative solutions. This means engaging in thoughtful discussions, considering multiple perspectives, and using evidence-based reasoning to drive team strategies and actions. Your role is to foster a culture of open inquiry and constructive feedback, helping the team navigate challenges effectively and make well-informed decisions.
Work Health and Safety
BSBWHS311 Assist with maintaining workplace safety
BSBWHS311, assisting with maintaining workplace safety means actively supporting and implementing health and safety practices to create a secure work environment. You’ll help monitor safety procedures, conduct risk assessments, and ensure compliance with safety regulations. This involves identifying potential hazards, promoting safe work behaviors, and responding effectively to incidents or concerns. Your role is crucial in fostering a culture of safety, where employees are aware of and adhere to safety protocols, ultimately contributing to a safer and more productive workplace.
BSBPEF201 Support personal wellbeing in the workplace
BSBPEF201, supporting personal wellbeing in the workplace involves creating and maintaining an environment that fosters mental and emotional health. You'll implement practices and resources that help employees manage stress, balance work and life, and build resilience. This might include promoting wellness programs, encouraging open communication, and offering support for personal development. By prioritizing wellbeing, you contribute to a positive workplace culture where employees feel valued and supported, leading to increased job satisfaction and overall productivity.
Course Fees:
There are four available enrolment options to choose from for this course:
Career Start:
Career Start provides individuals with the skills and support to start their career. The program provides training to help
individuals find a job and supports those already employed to move into more skilled roles or full-time employment, including after completing an apprenticeship or traineeship.
Career Start offers either a general training pathway or employment-based apprenticeship or traineeship pathway
Career Start
Apprenticeship/Traineeship:
For apprenticeships and traineeships, an individual must be employed as an apprentice or trainee. This pathway is part of the Australian Apprenticeships system and requires all parties to sign an Apprenticeship and Traineeship Training Contract (the Contract) as defined by the Further Education and Training Act 2014 (the Act).
Please Note: The funding provided by Queensland Government doesn't cover the full cost of training. ABHT is required to levy a Student Contribution Fee:
Non-concessional $1.60 per nominal hour
Concessional $1.12 per nominal hour
Total student contribution fees
Certificate III in Business
Non-concessional: $840.00
Concessional: $588.00
Career Start - General Training
Qualifications and introductory skill sets delivered through a general training pathway are available for direct enrolment and do not require the student to enter into a training contract (apprenticeship/traineeship) with an employer.
Please Note: The funding provided by Queensland Government doesn't cover the full cost of training.
ABHT are required to charge co-contribution fees for this course, fees are charged and collected at the unit of competency rate.
• Non-Concessional Fees: $1 per unit
• Concessional Fees: $0.70 per unit
The total co-contribution fees for the Certificate III in Business
Non-Concessional: $13.00
Concessional: $9.10
School-Based Traineeship:
School-Based Traineeships are fee free
Fee for Service:
Certificate III Business Customer Engagement - $2950.00
Career Pathway
Career Pathway
Students who successfully complete a Certificate III in Business may be able to pursue the following entry-level career outcomes. These roles often serve as a stepping stone for further advancement in business related fields.
Students who successfully complete a Certificate III in Business may be able to pursue the following entry-level career outcomes. These roles often serve as a stepping stone for further advancement in business-related fields.
Receptionist
Be the face and voice of a business, managing front desk operations, answering calls, greeting visitors, and providing essential customer service.
Accounts Clerk:
Dive into the world of finance by helping manage accounts payable and receivable, processing invoices, and maintaining financial records.
Data Entry Operator:
Specialise in accurately inputting and managing data for organisations, ensuring that records are up-to-date and easily accessible.
Administrative Assistant:
Handle day-to-day office tasks such as scheduling, correspondence, and data entry, becoming the go-to person for keeping the office running smoothly.
Customer Service Officer:
Assist customers with inquiries, process orders, and provide product or service information, ensuring a positive customer experience.
Personal Assistant:
Support executives by handling many tasks like managing schedules and organizing meetings, making you an indispensable part of the team.
Study Pathway
Study Pathway
Take your career to the next levels
Use your Certificate III in Business as a pathway to higher education — graduates are eligible to enrol in these next-level VET qualifications:
Take your career to the next levels
Use your Certificate III in Business as a pathway to higher education — graduates are eligible to enrol in these next-level VET qualifications:
Ready to enrol?
Ready to enrol?
Register your interest
Fill in our expression of interest form here or call (07) 3117 9722
Eligibility Check
We will check your are eligible for Government funded training.
Enrolment Call
We call you to discuss your enrolment, eligibility for funding and training plan.
We will also confirm course costs and arrange payment or a payment plan
Online Enrolment Form
We will send you the link to our online enrolment, where you can upload your ID and submit all the details required.
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(07) 3117 9722
Level 2. 14 Smith Street
Mooloolaba QLD 4557
Monday to Friday
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In the spirit of reconciliation ABHT acknowledges the Traditional Custodians of Country throughout Australia and their connections to land, sea and community.
We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
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