Certificate IV in Customer Contact 
 
 The Certificate IV in Customer Contact is for customer service team leaders and those responsible for managing complex customer interactions. It is designed for people who have existing customer service knowledge and experience. They will refine and enhance their service and management skills by exploring customer service planning and management, team leadership, and outcome reporting.
 
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 existing skills regarding customer service, complaint resolution, people management, and performance reporting
  • acquire knowledge and skills to effectively participate in and manage customer interactions that can be applied in a variety of work environments and industries
  • gain formal recognition of their skills and knowledge regarding customer service and contact team management

 

Program Structure

To achieve the Certificate IV in Customer Contact qualification, participants are required to complete 13 units of competency. TP3 has grouped these units into 7 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 IV in Customer Contact qualification develops competency in:

  • Operational planning
  • Safety monitoring
  • Customer service
  • Fostering productive workplace relationships
  • Developing teams and individuals
  • Managing customer contact
  • Reporting and reporting customer service outcomes
  • Encouraging ideas, innovation and change
 
Learning Options
 

The TP3 Certificate IV in Customer Contact can be completed in one of 2 ways:
 
1. Participate in an in-house program run exclusively within your organisation, and/or
2. Have your prior learning and existing skills recognised through our RPL process.
 
 
Benefits to Employers 
 
 
Organisations benefit from their people completing the Certificate IV in Customer Contact by:
  • Developing consistent language, skills, and knowledge amongst customer contact managers and team leaders regarding best practice techniques, tools and methods of service delivery and management
  • Building expertise in managing and developing individuals and teams to deliver improved service outcomes
  • 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 IV program, contact us on 1300 658 388, or email info@TP3.com.au now!