All online, anywhere, anytime.
Quality customer service is continually evolving, with an understanding of project deliverable’s and implementation, the Customer Service Manager will be confident in developing continuous improvement processes and customer satisfaction measures. Establishing clear deliverable’s and desired outcomes keeping all stakeholders informed.
You need to lead the customer service team, understand how to manage risks and issues, develop mitigation strategies. This is all part of being the manager that people rely on.
National Training has combined BSB50315 Diploma of Customer Engagement with BSB51415 Diploma of Project Management, as some units are common you only need to complete 16 units to get 2 Diplomas (rather than 10 and 12 units if you did the Diplomas separately) your CV will have 2 current Diplomas.
An accredited RTO, National Training operates Australia-wide issuing Tertiary Qualifications every week, with National you can secure or grow your career, enrol now, start today.
Benefits of Studying with Us
Self Paced Online Learning
Study online anywhere, anytime work to your own timetable with constant access to our dedicated trainers and support staff. Our flexible, industry relevant courses are fully online, tailored to a busy life schedule, allowing you to learn at your own pace when it suits you.
Recognition of Prior Learning
RPL is recognition of your knowledge and past work experience, we often find that students don’t have the required documentation to prove competency. Invariably students return to the course and with their knowledge quickly finish the assessments.
The normal fee applies for RPL
Specialist Trainers and Materials
National’s learning materials have been purpose built to support students that have a busy lifestyle. You can download and print off the our PDF Learner Guides, the assessments are in word document, and there is no charge for resubmitting assessments.
Flexible Payment Options
For a limited time only, our payment plans are 50% off the normal fee.
You can pay $219 a month or $51 a week, on the 18-month payment plan, total financial outlay $3,950.
You can payout the remaining balance at anytime and get 15% off
Implement customer service
BSBINM501 – Manage an information or knowledge management system
This unit describes the skills and knowledge required to organise training for others for an information or knowledge management system and to manage the use of the system.
BSBCUS501 – Manage quality customer service
This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation. It applies to individuals who supervise the provision of quality customer service within an organisation’s procedures framework by others.
BSBSLS501 – Develop a sales plan
This unit describes the skills and knowledge required to develop a sales plan for a product or service for a team covering a specified sales territory based on strategic objectives and in accordance with established performance targets.
BSBCUE504 – Integrate customer engagement within the organisation
This unit describes the skills and knowledge required to fully integrate customer engagement to ensure customers maintain a high profile and significance within the organisation.
BSBHRM405 – Support the recruitment, selection and induction of staff
This unit describes the skills and knowledge required to execute tasks associated with the recruitment cycle and apply in-depth knowledge of the work of the organisation, and how recruitment and selection practices fit with other human resources functions.
BSBHRM512 – Develop and manage performance-management processes
This unit describes the skills and knowledge required to develop and facilitate implementation of performance management processes and to coordinate individual or group learning and development to encourage effective employee performance.
BSBLED501 – Develop a workplace learning environment
This unit describes the skills and knowledge required to encourage and support the development of a learning environment in which work and learning come together. Particular emphasis is on the development of strategies to facilitate and promote learning and to monitor and improve learning performance.
BSBMGT516 – Facilitate continuous improvement
This unit describes the skills and knowledge required to lead and manage continuous improvement systems and processes. Particular emphasis is on the development of systems and the analysis of information to monitor and adjust performance strategies, and to manage opportunities for further improvements.
Design and Implement Customer Focused Projects
BSBPMG511 – Manage project scope
This unit describes the skills and knowledge required to determine and manage project scope. It involves obtaining project authorisation, developing a scope management plan, and managing the application of project scope controls.
BSBPMG512 – Manage project time
This unit describes the skills and knowledge required to manage time during projects. It involves determining and implementing the project schedule, and assessing time management outcomes.
BSBPMG513 – Manage project quality
This unit describes the skills and knowledge required to manage quality within projects. It involves determining quality requirements, implementing quality control and assurance processes, and using review and evaluation to make quality improvements in current and future projects.
BSBPMG514 – Manage project cost
This unit describes the skills and knowledge required to identify, analyse and refine project costs to produce a budget, and to use this budget as the principal mechanism to control project cost.
BSBPMG515 – Manage project human resources
This unit describes the skills and knowledge required to manage human resources related to projects. It involves planning for human resources, implementing personnel training and development, and managing the project team.
BSBPMG516 – Manage project information and communication
This unit describes the skills and knowledge required to link people, ideas and information at all stages in the project life cycle. Project communication management ensures timely and appropriate generation, collection, dissemination, storage and disposal of project information through formal structures and processes.
BSBPMG517 – Manage project risk
This unit describes the skills and knowledge required to manage risks that may impact achievement of project objectives. It involves identifying, analysing, treating and monitoring project risks, and assessing risk management outcomes.
BSBPMG521 – Manage project integration
This unit describes the skills and knowledge required to integrate and balance overall project management functions of scope, time, cost, quality, human resources, communications, risk and procurement across the project life cycle; and to align and track project objectives to comply with organisational goals, strategies and objectives.
Materials and Assessments
Online study at National Training
How do you complete your online studies at National Training?
- The course is structured around learning materials (in pdf form that you can print out) and word document based assessments downloaded and submitted through our
customised learning management system, Moodle.
- You have access to all the learning materials from the beginning of your course, so you can work through at your own pace.
- You will be asked to answer short answer questions, case studies, and projects depending on the learning outcomes required for each unit.
- Once submitted, your trainer will mark the assessment within 7 days.
- If there are issues, feedback is given, and you are free to re submit. There are no additional fees for resubmission.
- Once this is done, you move onto the next unit.
What support do you get with your study?
You are well supported throughout your course, with an industry specialist Trainer. You can contact your trainer via phone, JoinMe, Skype or email, between Monday to Friday
9am to 5pm as you progress through your qualification, so you won’t feel alone. You can also contact National Training support staff when you need.
What job roles exist?
Depending on your level of experience, there are Customer Service and Project Management roles in almost every industry in Australia and overseas, being able to lead and manage your team to deliver the desired outcome is a much sort after skill.
- Business Manager
- Project Manager
- Project Leader/ Team Leader
- Contact Centre Manager
- Front desk supervisor
- Call Centre Manager