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BSB30120 Certificate III In Business (Customer Engagement)

Duration

  • Enrolments valid for 12 months

Course Info

  • Study online
  • Supported environment
  • Multi-award winning

Practical training for customer service jobs

This nationally recognised course is a great option for participants who enjoy talking to people and want to work in customer service. It helps learners build practical skills for customer-facing roles and opens up options for further study.

Learning outcomes

Throughout the course, learners will take part in practical activities that reflect real customer service tasks.

They’ll explore how to understand customer needs, respond clearly and professionally, manage feedback and complaints, and use systems to stay organised.

By the end, they’ll be ready to step into a workplace with the skills to communicate well, solve problems, and create positive customer experiences.

This course can lead to jobs like:

  • Call Centre Operator
  • Information Officer
  • Client Contract Officer
  • Sales Consultant

To successfully complete the course, all units and assessments must be finished. A Certificate of Competency will be issued once all requirements are met.

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If you are a student looking to enrol in the course, please contact your Employment Consultant.

Learning pathway

We’ve created a clear and supportive learning journey to help participants build skills for a successful career in business.

With easy-to-follow worksheets and practical activities, learners will step into real-life workplace scenarios. These simulations are designed to help them practice the kind of tasks and behaviours expected on the job.

Units are grouped in a way that makes learning easier and more meaningful.

What makes this course stand out is the hands-on experience. Learners get to work in a simulated business environment, where they can apply what they’ve learned and build confidence. They’ll also have access to helpful business documents, templates, and step-by-step guides for roleplay activities — everything they need to succeed.

Course outline

Semester 1

Develop effective personal work practices

BSBPEF201

Support personal wellbeing in the workplace

BSBPEF301

Organise personal work priorities

Establish effective business practices

BSBSUS211

Participate in sustainable work practices

BSBTWK301

Use inclusive work practices

BSBWHS311
Assist with maintaining workplace safety 

Engage with workplace teams

BSBXCM301

Engage in workplace communication

BSBCRT311

Apply critical thinking skills in a team environment

Semester 2

Create workplace documents

BSBWRT311

Write simple documents

BSBTEC302

Design and produce spreadsheets

Develop customer relationships

BSBOPS304

Deliver and monitor a service to customers

SIRXCEG005

Maintain business to business relationships

BSBXDB301
Respond to the service needs of customers and clients with disability

BSBOPS305
Process customer complaints

Delivery

  • 100% Online – Learn Anytime, Anywhere.
  • Our short lessons are easy to follow and visually engaging. They include helpful videos and job aids to make learning simple and practical.

  • All course materials are mobile-friendly, so learners can study on the go — whether they’re on the train, at the park, or relaxing at home.
  • Plus, to give them an extra edge, learners also get access to job-readiness short courses that build skills for a range of roles.

Why study with us?

  • Engaging and Supportive Learning.

  • Our fully integrated learning management system helps you keep track of where you’re at and enables us to identify if you need additional support.

Equipment and resources

Participants will need access to the following equipment to complete this course:

  • Computer with Internet access
  • Device with in-built camera, for example a Smartphone
  • Software packages, such as Microsoft Word, Excel, PowerPoint (or similar)
  • Adobe Acrobat Reader