About the Course

The BSB40315 Certificate IV in Customer Engagement provides learners with the skills and knowledge to handle complex customer requests including handling customer complaints, coaching and mentoring customer service staff and completing customer related administrative tasks.

Upon successful completion of all allocated units within this qualification the learners will be awarded the BSB40315 Certificate IV in Customer Engagement qualification.

If the learners decide to leave this course without completing they will still receive a Statement of Attainment for the unit/s they have successfully completed.


Upon successful completion of BSB40315 Certificate IV in Customer Engagement learners may pursue their studies at Diploma levels e.g.  BSB50315 Diploma of Customer Engagement or BSB50215 Diploma of Business.

This qualification may provide career pathways or job outcomes to work as a:

  • Analyst ( Contact Centre)
  • Outbound Customer Engagement Team Leader
  • Customer Contact Coach

Course Content

Below is a list of units that will make up the BSB40315 Certificate IV in Customer Engagement qualification.

In order to successfully complete the full qualification, the learner must complete 3 core and 10 elective, altogether 13 units, in this qualification. The chosen elective units will lead to the proposed career pathways or job outcomes of this qualification.

BSBCUS401 Coordinate implementation of customer service strategies Core
BSBLED401 Develop teams and individuals Core
BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements Core
BSBCUS402 Address customer needs Elective
BSBCUS403 Implement customer service standards Elective
BSBMGT401 Show leadership in the workplace Elective
BSBWOR403 Manage stress in the workplace Elective
BSBINM401 Implement workplace information system Elective
BSBINN301 Promote innovation in a team environment Elective
BSBMGT402 Implement operational plan Elective
BSBMGT403 Implement continuous improvement Elective
BSBMGT405 Provide personal leadership Elective
BSBLDR402 Lead effective workplace relationships Elective

Recognition of Prior Learning

If a learner has previous knowledge and skills gained through work experience and/ or formal or informal education and training linked with this qualification they may apply for the Recognition of Prior Learning (RPL) at the time of enrolment.

Our RTO also offer opportunity for Credit Transfer. If a learner has previously completed same or similar units linked with this qualification they also may apply for Credit Transfer at the time of enrolment.

The learner may contact the RTO for more information on the processes of applying for the RPL and Credit Transfer.

Both RPL and Credit Transfer may reduce the duration of completing the qualification.

Scheduling and Location

All our training are pre-scheduled and delivered in a specific workplace or suitable pre-determined location.

The training for BSB40315 Certificate IV in Customer Engagement follows a structured Delivery and Assessment Plan (DAP) where the trainer, the training location, duration and the delivery and assessment sessions are clearly identified.  The DAP will be provided to all learners prior to or at the time of enrolment.


This qualification may be completed in 24 months on a full-time basis. It may take 42 months to complete if this qualification is studied part-time.

The qualifications durations may be shortened due to a number of factors such as, Credit Transfers, recognition of Prior Learning and previous

demonstrated skills and knowledge. This process will be determined by a qualified Trainer and Assessor of the RTO on a case-by case basis.

Entry and Assessment Requirements

There is no entry requirement to enrol in this course. Learners may have to undertake a simple Language, Literacy and Numeracy (LLN) test during the enrolment process to establish the individuals LLN skills and suitability into the course. Please refer to Welfare and Support below.

No licensing, legislative or certification requirements apply to this qualification.

Learners will be required to successfully complete all allocated assessments to be awarded this qualification. The assessments may include written questions, interviews, observations-at-work, role-plays, scenario analyses and others. Learners are also expected to participate in all scheduled classes, observations and assessment sessions.

Delivery Modes

This course will be mainly delivered at our client’s work places which are Health and Safety assured. The course may also be delivered for fee-for-service clients in suitably equipped venue.  The modes of delivery may include:

  • Lectures
  • Discussions
  • Group work, and
  • Observation of workplace practices and participation in practical work

Welfare and Support

If a learner has any disability issue in normally attending this course we can make reasonable adjustments in the delivery and assessment of this qualification. This will be done on a case-by-case basis.

Our RTO will be able to organise Language and Literacy and Numeracy (LLN) support when required. We will also assist learners in using assistive or new technologies when required or refer them to the appropriate support services needed such as interpreter or ready and writing assistance services.

Course Fee and Payments

The course fee will be $4,000

All materials and equipment required for this training will be provided by the RTO and/or the clients workplace and the learners are not required to buy any materials or equipment for this training. No other expenses are involved in this training except the fees indicated above.

Please note that Training Specialists Australia are not currently offering this course