Diploma of Customer Contact 
 
 
The Diploma of Customer Contact is for experienced customer contact managers with responsibility for managing complex customer interactions, customer contact operations, and information and knowledge management systems. It is designed for people who have existing customer service management experience. They will refine and enhance their skills by exploring customer service operations planning and management, people management and leadership, innovation and continuous improvement.
 
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:
  • develops best practice skills to effectively manage the customer contact function to deliver the desired service outcomes to customers
  • acquire knowledge and skills to effectively manage the customer service function that  can be applied in a variety of work environments and industries, and
  • gain formal recognition of their skills and knowledge regarding customer contact management.

 

Program Structure
 
To achieve the Diploma of Customer Contact qualification, participants are required to complete 10 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 Diploma of Customer Contact qualification develops competency in:

  • Operational planning in a customer contact environment
  • Leading a sales-focused team
  • Developing a desire to learn within their team
  • Facilitating and encouraging innovation and continuous improvement
  • Managing people and performance
  • Overseeing information and knowledge systems
  • Making decisions and solving problems to achieve customer and organisational outcomes
 
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 Diploma of 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 Diploma program, contact us on 1300 658 388, or email info@TP3.com.au now!