At a glance
This skill set will give you the essential, entry-level skills you need to work in a variety of customer service and engagement roles.
COURSE OUTCOME
Statement of Attainment
Course overview
Develop the essential, entry-level skills you need to get started in a customer service and customer engagement role across a range of industries.
In this introductory course you'll learn how to participate in customer engagement operations, use a range of communication methods to respond effectively to customer engagement, and start up and use a range of basic functions on a personal digital device. You'll also discover how to follow work health and safety (WHS) procedures, implement WHS requirements, and participate in WHS consultative processes.
Successful completion of this skill set will prepare you to seek work in a range of customer engagement roles.
Sometimes you need skills, but don't need a full qualification. That’s where skill sets can help. A skill set is one or more competencies grouped together to give you the skills and knowledge to perform practical tasks. They can be non-accredited resulting in a statement of participation, or accredited resulting in a statement of attainment.
In response to COVID-19 the Queensland Government has committed $500 million to assist workers who lose their job or income with retraining, job-matching and other help to transition into jobs in key industries. As part of this package, a number of skill sets and micro-credentials can be accessed for free. Eligibility criteria applies..
Units
The successful achievement of this skill set requires you to complete all units listed below.
Ways to study
Enjoy the freedom and flexibility of choosing when and where you study. Direct your own learning with all your study materials online, allowing you to manage your own workload and fit your studies around your lifestyle. Access your learning space 24 hours a day, seven days a week and be supported by high-quality educators who are devoted to your outcomes. Learn more
What you need to know about studying online
Intake
You will be able to access your learning materials from the first day of the study period. You must be enrolled to be able to access your learning materials. You will be expected to undertake additional self-directed study in order to complete the course requirements.
University pathways
If you want to go on to further study at university, TAFE Queensland has a pathway option to get you there. In many cases, completing one of our diplomas may give you a full year of credit towards a degree with one of our partner universities.
Learn more about university pathways
Payment options
No matter what your circumstances, TAFE Queensland has a payment option to suit you. If you are unsure of what's right for you, get in touch. We're here to help.
Upfront payment
This may be the full fee for the course, or the student contribution amount if you are eligible for a subsidy or concession.
Payment plan
If you have difficulty paying for the full cost of a course upfront, you may be eligible for a payment plan.
Important Information
Entry requirements
There are no formal entry requirements for this course.
Selection criteria
The cost of this skill set is covered by the Queensland Government. However, eligibility criteria applies. For you to be eligible, you need to be:
- a Queensland resident; aged 15 years or over who is no longer at school; is an Australian or New Zealand citizen or Australian permanent resident (including humanitarian entrants), or a temporary resident with the necessary visa and work permits on the pathway to permanent residency, and
- a job seeker, and can provide evidence of access or intent to access the Australian Government’s JobSeeker payment, or a copy of an Australian Government-issued concession card or evidence that I have applied for an Australian Government-issued concession card or
- a worker who has been negatively impacted by COVID-19, experiencing circumstances such as one or more of, but not limited to the following; displacement, loss of income, reduced hours of employment, stand-down or other such circumstance, and if asked, could provide evidence of this.
Resources required
It is recommended that you have access to a reliable internet connection to access TAFE Queensland's online learning system Connect, and a computer with up-to-date software, including Microsoft Office, Adobe Acrobat Reader and Adobe Flash Player.
Need to know
You can only apply for one skill set at a time. Once you have completed you can apply for another.
24 hours interactive online delivery - lecture, tutorials and assessment sessions.
30 hours per unit of pre-reading, research and activity.
Removed Skill Set
This skill set has been removed from the National Register as of 18 October 2020. A transition period applies to enable current students to complete their study. The end date for this course is 19 April 2022. Enrolments must be finalised by this date.
Assessment Methods
Skill and knowledge assessments are an essential step in progressing through your course. You may be assessed in a number of ways while you are studying at TAFE Queensland, including observation, written assessment, questioning, portfolios, work samples, third-party feedback, and through recognition of prior learning. Read more about assessment methods.
Disclaimer
All information was accurate at time of publication, however TAFE policies, tuition fees and course content is subject to change without notice. Course commencement is dependent on sufficient enrolment numbers. Timetable information is subject to change prior to commencement and/or during the duration of your course.
How to apply
Recognition of Prior Learning (RPL) and credit transfers
Fast track your way to a formal qualification by earning credit for the things you already know. Getting recognition for the skills you've gained from the workplace or previous learning means less study time for you, and getting the paper to prove you're qualified a whole lot sooner. We can assess your skills, directly apply credits from previous successful study, and give you advanced standing in your course.
Get started with TAFE Queensland
If you have read and understood the student rules, refund policy, understand your fees and payment options, have a Unique Student Identifier (USI) and checked you meet the entry requirements and selection criteria for this course, you're ready to get started.
University pathways
If you want to go on to further study at university, TAFE Queensland has a pathway option to get you there. In many cases, completing one of our diplomas may give you a full year of credit towards a degree with one of our partner universities.
Learn more about university pathways 