BSB30120 Certificate III In Business (Customer Engagement)


  • Enrolments valid for 12 months

Course Info

  • Study online
  • Online and supported
  • Multi-award winning

The nationally recognised BSB30120 Certificate III in Business (Customer Engagement) will give you the tools to provide service that keeps your customer coming back time and again. Customer engagement is all about goal setting to achieve a positive customer experience.

Understanding customer needs and providing qualified advice builds customer loyalty and brand reputation. You’ll learn how to use industry essential skills like organising and planning for success, delivering quality service, monitoring systems, and managing feedback and complaints, to make it easier for customers to connect with your brand.

Learning outcomes

The successful achievement of this Qualification requires you to complete all units and assessments. A Certificate of Competency will be issued once all completed units and assessments have been marked and have met all assessment requirements.

Employees in nearly every industry need strong business foundation skills. Some roles this course will prepare you for include:

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

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

Learning pathway

We have put together an awesome learning pathway to prepare you for a successful career in customer service.

Together with creative and easy to use worksheets, you’ll be immersed into a variety of simulated environments and navigate through activities designed to get you practising on-the-job performance and behaviour.

Units are grouped into logical batches to ensure you get the most out of the course.

What really sets this program apart is the hands-on practical experience it provides. Learners are immersed in a simulated business, giving them the opportunity to put their newfound knowledge into practice and build confidence in their abilities. And with access to business support documents and templates, as well as guided instructions for simulation roleplays, you’ll have everything you need to succeed.

Course outline

Semester 1

Develop effective personal work practices


Support personal wellbeing in the workplace


Organise personal work priorities

Establish effective business practices


Participate in sustainable work practices


Use inclusive work practices

Assist with maintaining workplace safety 

Engage with workplace teams


Engage in workplace communication


Apply critical thinking skills in a team environment

Semester 2

Create workplace documents


Write simple documents


Design and produce spreadsheets

Develop customer relationships


Deliver and monitor a service to customers


Maintain business to business relationships

Respond to the service needs of customers and clients with disability

Process customer complaints


  • 100% online customised learning experience.
  • Our short, well-structured lessons are beautifully and visually presented, making them easy to follow and understand. They include useful job aids and videos that help explain concepts. All course resources are designed for you to access on the go. That means, if you’re out and about, on the train or bus, at the park or beach, you can access course materials on your tablet or smartphone.

But that’s not all! To give you a competitive edge, you’ll have access to job-readiness short courses which will build and enhance the skills necessary to work in a variety of roles.

Why study with us?

  • Engaging and immersive learning experience.
  • Dedicated and passionate student mentor team.

  • 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

You’ll 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