Certificate III in Customer Contact is designed to provide a structured approach to facilitate the development of skills for people who wish to develop their career in the customer contact Industry.

Certificate IV is designed to further develop skills in the areas of team leadership, evaluation and analysis of current practices and development of new practices.

Course Overview

The qualification is designed for people who work in a customer contact environment.  The following benefits apply:

	Improved level of customer service as CSRs are taught key communication techniques to provide a greater service level and first call resolution skills.
	A greater awareness of customer’s needs and selling techniques, with an emphasis on relationship building to build revenue.
	Provide an insight into team leadership issues and mechanisms that will foster career path planning.

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