Home · Qualifications · Certificate III in Customer Engagement BSB30215

BSB30215 Certificate III in Customer Engagement

Building on the skills needed in customer service positions, this certificate provides you with the skills and knowledge to deliver the highest level of service and enhance your product knowledge. With tools and strategies required to deal with client complaints and how to work well within teams, you will have an added edge to manage your work effectively and efficiently.

We know time is valuable, so we teach you metrics to help you negotiate complicated work streams and evaluate your work. You will be able to move fluently between projects and offer both technical and data support to better assist your organisation and their clients. After you have shown consistent results, you may well be promoted to advanced positions with more responsibilities. After completing this certificate, you will have the confidence, knowledge and tools to handle challenges with positive outcomes.

Certificate III

12 months

Flexible Delivery

This is a blended program that includes – face to face delivery as well as own study via the MCI ecampus + work-based learning activities.

Funding Available

Enquire for eligibility

nationally recognised training
Nationally Recognised Qualification

Please enter your details below to download the Certificate III in Customer Engagement Course Guide:
    Get our monthly eNewsletter, event invitations, special offers and other goodies. It’s free! We won’t share your email outside of MCI Solutions and you can unsubscribe at any time.

Our approach

Building, retaining and maintaining total engagement has never been as important as it is now. The global consumer marketplace is becoming increasingly competitive and crowded. 

Who should attend this qualification program?

The Customer Engagement Certificate is suitable for those seeking a career as a call centre operator, receptionist or tele-marketer.

Course outcomes

The online Certificate III in Customer Engagement program provides you with the skills and knowledge you need to deliver excellence in customer service to ensure that organisational standards remain high.  You also learn more about how to manage yourself so that you achieve the goals that you have set. 

The program also includes guidelines on stress management so that you are productive in your workplace and build a high level of resilience.  Learn about how to manage your time well so that you prioritise what’s urgent and important.

 We show you how to improve your product knowledge – the more you know about the products and services of your organisation, the more likely you are to be successful.

And of course, we provide you with the skills you need to bring innovation into the workplace so that your organisation continues to be improve systems and processes.                                                                                                                                                                                                                                                     

Learning Outcomes


Provide excellent customer service

SOL_USP Icons2-02

Work effectively in teams

magnifying glass

Actively participate to ensure a safe and secure work environment for staff and consumers


Use multiple information systems to record and maintain customer information


Prioritise tasks to reduce workplace stress


Develop product and service knowledge

Course Structure

We have selected key subjects that focus on in demand skills for today’s workplace. Informed by our learning and development experts and our industry consultation, the skills learnt are relevant across all industries.

The following units are covered in this course:

Please enter your details below to download the Certificate III in Customer Engagement Course Guide:
    Get our monthly eNewsletter, event invitations, special offers and other goodies. It’s free! We won’t share your email outside of MCI Solutions and you can unsubscribe at any time.

An important part of your role will be to ensure a safe and healthy workplace. In this module you learn more about how to do a risk assessment to identify potential hazards.  Know how to set measures in place to mitigate and avoid risks.  Be fully aware of the legislation and how it applies to your own work context.

  • BSBWHS201 – Contribute to health and safety of self and others
  • BSBWHS302 – Apply knowledge of WHS legislation in the workplace

Teamwork and creating a climate of innovation are key to an organisation’s success.  These two components in fact are drivers for business success.  This module provides you with the skills you need to work in a team in a positive and dynamic way and able to think on your feet to problem solve.

  • BSBWOR203 – Work effectively with others
  • BSBINN301 – Promote innovation in a team environment

This module provides you with guidelines on how you can to be effective and efficient in your work environment.  Learn more about how you can develop yourself personally and professionally and organise your work schedule to achieve balance and fulfilment.

  • BSBCUE307 – Work effectively in customer engagement
  • BSBWOR301 – Organise personal work priorities and professional development
  • BSBWOR201 – Manage personal stress in the workplace

The key part of your role is to provide quality service to all customers – both internal and external.  This module provides you with the communication skills you need to be able to respond to enquiries and also to deal with complaints.  You learn more about how to exceed customer expectations whilst at the same time remaining compliant in line with organisational policies and procedures.  Gain practical insights in to using a CRM platform so that you are set up for success.

  • BSBCUE309 – Develop product and service knowledge for customer engagement operation


  • Conduct customer engagement
  • Deliver & monitor service to customers
  • Use multiple information systems
  • BSBCMM301 – Process customer complaints

Funding options - NSW Smart & Skilled

NSW now smart and skilled banner

Smart and Skilled is a reform of the NSW Vocational Education and Training (VET) system. It’s helping people in NSW get the skills they need to find a job and advance their careers. Smart and Skilled provides eligible students with: an entitlement to government-subsidised training up to and including Certificate III and government funding for higher-level courses (Certificate IV and above) in targeted priority areas. Management Consultancy International (MCI Solutions) is an approved provider of NSW Smart and Skilled subsidised courses across most regions of NSW, including the greater Sydney Metro region.

“We have been working with MCI for the past 4 years. Our participants commented that MCI’s facilitators were incredibly enthusiastic and engaging, whilst providing some very useful insights and tools to assist in holding coaching conversations. MCI’s professional development days are a unique community give back, Denise herself condenses a myriad of information from the conferences she attends into meaningful, impactful information that keeps participants up to date with the latest trends.”
Kylie Perrin - HR Manager - Fujifilm
“MCI has assisted Teachers Health Fund in meeting our formal education development goals for our pipeline of future men and women leaders. As a not-for-profit, getting high value for each learning and development dollar we spend is a priority. The support extended to our organisation from MCI from start to finish is a real credit to them.”
Leanne Jensen-Smith - People & Culture Manager - Teachers Health Hub


Let us answer your questions.
Contact us to learn more.

Right now, all courses are supported online. Our other short courses and qualifications also have face to face training elements.

– Face-to-face – clients offices/third party locations that suit the size and needs of the group
– Face to face – MCI’s incredible facilities in the Sydney CBD – Level 4, 23 Hunter Street
– Online – via our engaging eCampus that enables participants to learn in their own time and enter a world of current and business focused content.
– Combination of the above as required so that our learners experience a blended approach to improve their performance by gaining new skills and knowledge.

Yes – Our specialist instructional design team is made up of experienced and creative writers and designers so that learners benefit from an engaging and highly interactive program. We listen to what your needs are and how they relate to the overall vision of the business and we ensure that we select the right platform and content to meet these requirements. We ensure that you notice the difference pre- and post-training to generate the organisational changes you need to lift performance to the next level.

Our team of trainers are well known in the industry for their deep knowledge, engaging presence and ability to take their group on their learning journey using a toolkit of activities, games and discussions.

Please enquire for course and training prices. Our public schedule price list offers a variety of courses at a standard price, delivered at our Sydney CBD training venue – Level 4, 23 Hunter Street.

Our bespoke solutions vary depending on your requirements, number of participants and the complexity of the program. Allow us to do a detailed analysis as you brief us on the scope of the project.

Yes, we help you determine who should be trained and whether a nationally recognised certificate or a non-accredited executive skills would be a suitable choice. We can also measure changes in performance via one of the embedding apps that your participants could have access to post-training. Learning is all about measuring change – simply choose which measurement mechanism is appropriate for your needs.

We provide you with the option of our public schedule program in Sydney for certain popular courses. Alternatively, provide some small group coaching for your team so that they receive more individualised attention from our coaches and trainers. Enquire with us and we will help you find the right solution.

  • We offer funding across NSW for full qualifications from Certificate III to Diploma level qualifications
  • We also offer our corporate clients Skill Sets (up to half the qualification) for dedicated classes on client site across NSW
  • Exemptions are available, depending on eligibility.
  • Concessions are available, depending on eligibility (and only for Certificate III and IV courses)

Are you?

1) 15 years old or over?
2) No longer at school?
3) Living or working in NSW?
4) An Australian citizen, Australian permanent resident, humanitarian visa holder or New Zealand citizen?

If you answered ‘Yes’ to all four questions, then you’re eligible to enrol in a government-subsidised course with MCI as we are an approved Smart and Skilled training provider.

Contact us to learn more:

    Get our monthly eNewsletter, event invitations, special offers and other goodies. It’s free! We won’t share your email outside of MCI Solutions and you can unsubscribe at any time.