BSB50315 – Diploma of Customer Engagement

BSB50315 Diploma of Customer Engagement, study online anywhere.

Satisfied customers are a fundamental ingredient for a successful business, many would suggest the lifeblood of the business. Understanding how to deliver this core ingredient is a crucial skill for managers whose work involves any aspect of Customer Engagement.

Review any mission statement and ‘provide best quality customer service’ is always there in one form or another.

Learn how to develop quality customer service and integrate it into your company, whether you want to improve your own sales or customer service skills or gain the skills to lead sales and customer service teams, the Diploma of Customer Engagement is the course for you. Build a culture of continuous improvement, implement customer satisfaction measures.

Career opportunities abound at all levels for those focused on Customers.

    • Contact centre manager
    • Front desk manager
    • Campaign manager
    • Help desk manager
    • Call centre leader
    • Telesales manager
    • Sales manager

Study while you work

Learning online has never been simpler, and we make getting your Diploma of customer engagement simple through smart online learning systems. You will have access to the latest materials at a time that suits you and your lifestyle, no waiting for the start of next semester.

Study from anywhere in Australia or overseas, with purpose built learning materials, assessments and webinars that you can access whenever you want. Of course, our industry experienced trainers will always be on hand for you to contact when you need assistance. With someone on hand to answer your questions and assist you with your course materials, it couldn’t be easier to study via remote learning.

Speak to a course advisor for more information on our Diploma of Customer Engagement

Our advisors are on hand to offer you more information about our course outcomes and admission requirements. We want to set you on the right path to gainful employment, or for advancement in your preferred industry – simply ask us any questions you may have, and we’ll provide you the information you need. Enrol today or call to find out more.

Manage Staff and Professional Development

BSBWOR501 – Manage personal work priorities and professional development

This unit describes the skills and knowledge required to create systems and process to organise information and prioritise tasks.

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. It applies to individuals who have a prominent role in encouraging, supporting and facilitating the development of a learning environment in which work and learning come together.

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.

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.

Implement Business Improvement Processes

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.

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.

BSBADM502 – Manage meetings

This unit describes the skills and knowledge required to manage a range of meetings including overseeing the meeting preparation processes, chairing meetings, organising the minutes and reporting meeting outcomes.

Develop Sales and Customer Strategies

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.

Detailed Course Information
Why Study with National Training?

Industry Relevant Course Materials, purpose built to support students that have a busy lifestyle

You can download and print off the Learner Guides, no textbook purchases required

Assessments are word documents, which you complete and upload for assessors marking

No charge for resubmitting assessments

Assessments are usually marked within a few days, but you can always move onto the next unit as all units are made available day one

Telephone and email support from our accredited trainers

Industry experienced Australian based trainers, with appropriate accreditation

Online student forums


Entry & Study Requirements

Current Year 12: Successful completion of Australian Year 12 or equivalent or the Australian Senior VCAL Certificate.

Non Year 12: Completion of post-secondary studies or at least 6 months’ work experience.

Access to internet

Computer capable of running Microsoft Word, PDF reader, and web browser.

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
9 am to 5pm as you progress throught your qualification, so you won’t feel alone. You can also contact National Training support staff when you need.


National has built its assessments to be user friendly, fully compliant and not repetitive.

Assessments include a variety of formats which will enhance your understanding:

             Case studies

             Multiple choice

             Short answer questions

             Workplace scenarios


If you do not have immediate workplace experience or policies to refer to, National provides access to its fully simulated workplace company; National Camper Trailers. Here you will find company departments, budgets, plans, policies and other documents to support your assessments.

Remember you can resubmit your assessments as many times as you like for no extra cost.

Pricing & Payments

Fee for Service $3,950.00 but specials are often available so check the Website for the latest specials.

The special price on our website is the total cost for your course, no extras for resubmission of assessments, printed materials, credit transfers, no extra surprises.

Payment Methods

• Credit Card


• Invoice to Company, you will need to provide invoicing details

• Paypal

• Monthly and weekly payment plans are available for all courses, including courses on sale.

National also has a seven (7) day cooling off period, if a student withdraws within seven (7) days of enrolment a refund of all monies paid less a $550 administration fee will apply.

Remember you can start as soon as you pay, no waiting for the semester to come around.


Duration – 12 months

As this is self paced, you are welcome to complete the course as fast as you like. However, we recommend that you complete 1-2 units per month to complete within the time limit.

Extensions are available – $400 for a 6 month extension, this is charged at the discretion of the CEO and if you have been working hard at your studies and are near completion the extension fee will be waived.

We find our students complete the course in varying time frames. It really does depend on your life situation. That is, your time, availability, background, skills and work rate.


All National Training’s courses are Government accredited.

It has National recognition under the Australian Qualifications Framework (AQF) meaning it can be used as a pathway to a university qualification, nationwide.

National Training’s RTO Code is : 21792                 

You can review NT’s registration on

Career opportunities

What job roles exist?

Customer service roles range from direct hands on to Team Managers, catering for all level of experience, in almost every industry in Australia and overseas

  • Contact centre manager
  • Front desk supervisor
  • Campaign manager
  • Help desk manager
  • Call centre manager
  • Sales manager
  • Telesales team leader
Recognition of Prior Learning

Recognition of Prior Learning (RPL) is available, this requires the student providing evidence to the assessor that they understand all the parts (or elements) of each unit.

The RPL assessment process can include quizzes, uploading documents that you have developed, supervisor testaments that you understand each of the unit elements and verbal reviews with the assessor.

RPL may be the right choice for those who can prove they have extensive industry experience and work skills, however often we find those with the knowledge skip the learning materials and go straight to the assessments.

If you wish to use RPL, please contact National Training it is subject to assessment of your suitability by NT, refer course fees for the cost of RPL.


Need some help? Just ask us

Payment Plan Special $2,750 Upfront Payment $2,338*
Nationally Recognised & Accredited
Normal Course Fee
Payment Options
* EFT, PayPal, Credit Card
Payment Plan Specials
12 months $230, weekly $53
Delivery Method
Online only
12 Months Self Paced
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