Certificate III in Customer Contact
The Certificate III in Customer Contact is for customer service team members. It is designed for people who have some prior customer service experience. They will develop their knowledge of customer service activities and methods and improve their ability to deliver service and participate in a customer service team.
This is a nationally recognised qualification within the Australian Qualifications Framework.
For in-house programs and RPL, contact us for pricing information
Why Choose this Qualification?
This qualification enables participants to:
- develop their skills regarding customer service and need identification
- acquire techniques to develop their product knowledge
- manage their time, prioritise work, and respond to stressful or challenging situations, and
- gain formal recognition of their skills and knowledge of customer service.
Program Structure
To achieve the Certificate III in Customer Contact qualification, participants are required to complete 12 units of competency. TP3 has grouped these units into 6 related skill clusters. Our approach combines relevant and engaging training techniques with practical projects that put learning into practice in the workplace.
Content Overview
The Certificate III in Customer Contact qualification develops competency in:
- Acquiring product knowledge
- Identifying and addressing customer needs, and identifying cross-selling opportunities
- Managing time, determining priorities, and scheduling customer contact
- Minimising workplace stress
- Addressing and resolving customer complaints
- Delivering and monitoring customer service
- Capturing and processing customer information
- Safe work practices
Learning Options
People can complete this qualification with TP3 in one of 2 ways:
1. Participate in an in-house program run exclusively for your organisation, or
2. Have their prior learning and current skills recognised through Recognition of Prior Learning (RPL).
Benefits to Employers
Organisations benefit from their people completing the Certificate III in Customer Contact by:
- Developing consistent language, skills, and knowledge amongst customer contact professionals regarding techniques, tools and methods of service delivery and issue management
- Validating that learning has actually been transferred from the classroom to the workplace through the assessment process
- Knowing that qualification benchmarks reflect the needs of Australian workplaces
- Providing people with a pathway to further study and skill development
For more information, and to book the start of your Certificate III program, contact us on 1300 658 388, or email
info@TP3.com.au now!