Our Courses

Back to courses

Certificate II in Customer Engagement (BSB20215)

Certificate II Duration 6 - 12 months Nationally Recognised Qualification Face-to-face workshops + work-based learning activities Dedicated Class

After reviewing the basics of customer engagement and work in corresponding environments, participants will be introduced to strategies that will help them communicate with customers, clients and colleagues. This certificate will give participants the ability and the confidence to respond appropriately in a variety of situations. In addition to service delivery skills, participants will learn mediation techniques that will be useful for both work and at home. With practice, they will be in the position to delegate tasks to others and handle requests with limited supervision. We want to teach your staff to think independently and resourcefully, and we’ll show them the skills to make advanced decisions.

Learning Outcomes

Treat customers with respect and in accordance with business requirements

Develop and provide in-depth product and service knowledge

Communicate with customers, team members and managers

Course structure

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

Download course guide


The following units will be covered in the course:


Conduct customer engagement


Prepare for work in a customer engagement environment


Communicate in the workplace


Process customer complaints


Deliver a service to customers



The following units will be covered in the course:


Work effectively with others


Manage personal stress in the workplace


Organise personal work priorities and development


Contribute to health and safety of self and others

Key Concepts

Key Concepts

The following concepts will be covered in the course:

Contribute to safety in contact centres

Customer engagement

Prioritising work tasks

Working in customer contact

Explore course structure

Download course guide
User icon

“We have been using MCI for the past 2.5 years and they have proven to be a solid partner for the executive skills training for Excelian APAC staff. What differs MCI from other training providers, in my opinion, is a constant search for different and exciting ways to engage staff during the training.”

Agata Wypych, HR & Operations Manager APAC – Excelian
User icon

“I can attest that MCI Solutions absolutely deliver on their promise of innovation. The quality of the content is excellent, the calibre of facilitators is great, and I think the participant experience really sets MCI Solutions apart.”

Katie Poray, Human Resources Specialist - Woolworths Logistics
User icon

“MCI design and deliver a range of leadership workshops for our emerging leaders group each year. MCI’s content is always evolving, well designed to maximise learning and engagement and the facilitators are first class providing contextually relevant and engaging workshops for our teams. I would highly recommend MCI as a learning partner.”

Ben Lancken, Learning & Organisational Development Manager – TFE Hotels

Finance options - Smart & Skilled

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.

Training with MCI Solutions


Let us answer your questions.

Contact us to learn more

View full FAQs
  • Q:

    What qualifications are offered online?


    Right now, we only offer the Certificate IV in Leadership and Management as a supported online course. Our other short courses and qualifications all have face to face training elements.

  • Q:

    Where is the face to face training delivered?


    - 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, above Wynyard Station.
    - 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.

  • Q:

    Can training programs be customised?


    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.

  • Q:

    Who are the trainers?


    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.

  • Q:

    What does it cost?


    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. 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.

  • Q:

    Will people who attend the training receive a formal qualification?


    MCI provides you with the choice of both accredited and non-accredited programs. 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.

  • Q:

    What if I want to train a few individuals?


    We provide you with the option of our pubic 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

  • Q:

    Do you offer government (subsidised) funding under the NSW Smart and Skilled?


    - We offer funding across NSW for full qualifications from Certificate III to Advanced Diploma level qualifications
    - We also offer our corporate clients Skill Sets (up to half the qualification) for dedicated classes on client site across NSW
    - Special Funding is also available for people with a disability; NSW Social Housing residents and people from an ATSI background.

  • Q:

    Am I eligible for Smart and Skilled funding?


    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 the best out of your people! Give your staff the opportunity to earn a nationally recognised qualification or new executive skills in order to gain practical and relevant skills for the workplace. At MCI Solutions we can also customise our courses to suit your learning and development needs. Contact us today to get personal and expert advice about how MCI Solutions can help you.

Enquire now