Certificate IV in Customer Contact

Certificate IV in Customer Contact has been developed for Contact Centre staff at the Team Leader level, Senior consultants and experienced customer contact professionals who are considering the move into a leadership role. Participants will learn to increase their skills in team leadership, coaching and development.

Course Content

Certificate IV In Customer Contact covers a broad range of topics and the following are a sample of what may be included;

Deliver and monitor a service to customers
Coordinate implementation of customer service strategies
Provide mentoring and coaching within the workplace
Provide personal leadership
Show leadership in the workplace
Establish effective workplace relationships
Develop teams and individuals
Promote innovation in a team environment
Implement continuous improvement
Process customer complaints
Gather, collate and record information
Implement an operational plan
Monitor a safe workplace

Course Duration

This qualification generally takes between 9 and 18 months to complete and includes the completion of one unit of competency per month over the 18 month period, however this may be decreased or increased, dependent on student/clients requirements.

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