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BSB30120 - Certificate III in Business - Customer Engagement

BSB30120 - Certificate III in Business - Customer Engagement

Regular price $899.00 AUD
Regular price Sale price $899.00 AUD
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Full course fee is $899!

Subsidised training fees are available for South Australian residents ($400 or $150 with concession)*. 

*Terms, conditions and eligibility criteria apply. Please email for more information or call (08) 8432 0470

All prices listed apply for Australian Permanent Residents and Citizens only. 

Course Description

It might sound really obvious, but communicating effectively with your customers, clients, or colleagues is a critical skill to have in your work life. And given that we will spend most of our adult lives working, it pays to develop those skills at a nationally recognised level across Australia by employers and industries. 

And that’s precisely why a Certificate III in Business with a specialisation in Customer Engagement is essential for anyone who has a job or is looking for a job.

Engaging effectively with your customers, clients, or colleagues has many benefits, but here are two major ones.

  • Firstly, having customer engagement skills will make you better at your job because you will have purposeful and positive experiences whenever you communicate with people. These positive experiences can also translate to a higher level of job satisfaction. 
  • Secondly, you will have the skills to face any difficult situations at work. This course will give you the skills to be resilient, professional, and focused when communicating, regardless of the problem.

As part of this qualification, you will also develop skills related to routine procedural, clerical, administrative or operational tasks that require technology and business skills. You will be required to apply a broad range of competencies using some discretion, judgment and relevant theoretical knowledge. This may include providing technical advice and support to a team or client.

There are also components of emotional intelligence, leadership and management across a range of enterprise and industry contexts. 

Who should do this Qualification?

This qualification is suited to individuals at all levels, particularly those who want to enhance their communication skills. You should strongly consider undertaking this qualification if:  

  • You have not been working for a period of time and want to re-enter the workforce
  • You work in an entry-level position 
  • You are a recent school leaver or have not held many jobs before 
  • Communicating with technology is not your strength
  • You want to improve team morale and communication
  • You want to improve your sales or customer service
  • You don't hold many adult level qualifications
  • You would like to, or have recently, moved into a role that requires customer engagement (such as a sales, marketing or business development role) 
  • You are a consultant 
  • You want to formalise skills you already have 
  • You need a pathway to further study
  • You want to graduate from high school and require additional points. 
  • English is your second language

Skills Developed 

  • Communicate a business product clearly 
  • Recognise factors that affect your wellbeing
  • Use the appropriate styles of communication
  • Identify and adopt sustainable work practices
  • Work effectively with diversity
  • Understand apply anti-discrimination 
  • Foster a safe workplace
  • Address workplace problems
  • Consult stakeholders and gather information
  • Participate in routine workplace communication 
  • Use inclusive work practices
  • Receive, process and resolve complaints
  • Support marketing and promotional programs
  • And more!

Units of Competency

6 Core Units + 7 Elective Units

For specialisation in Customer Engagement , 4 elective units must be selected from Group D as per qualification packaging rules

BSBCRT311 Apply critical thinking skills in a team environment
BSBPEF201 Support personal wellbeing in the workplace
BSBSUS211 Participate in sustainable work practices
BSBTWK301 Use inclusive work practices
BSBWHS311 Assist with maintaining workplace safety
BSBXCM301 Engage in workplace communication
BSBWRT311 Write simple documents
BSBTEC303 Create electronic presentations
BSBPEF301 Organise personal work priorities
SIRXPDK001 Advise on products and services
SIRXCEG002 Assist with customer difficulties
BSBOPS305 Process customer complaints
SIRXMKT001 Support marketing and promotional activities


For more information visit:

Delivery Particulars

Training is delivered via a combination of self-paced online distance learning and optional live workshops online. This is further supplemented by constant trainer support through AiTT’s online student portal.

Assessment is facilitated through the following methods:

  • Written workbook assessments completed in the class and/or as homework
  • Projects/Case Studies completed in class and/or as homework
  • Skills Workbook assessments completed in the vocational workplace
  • Assessment is delivered via AiTT’s Assessment Suite, which includes a combination of:
    • Written knowledge assessments
    • Projects
    • Tasks based on simulated scenarios/ case studies
    • Observation via demonstration or role play


Learners are provided with learner guides, assessment workbooks and other relevant reference documents (provided as hard copies or electronic copies accessible through the RTO’s online student portal), comprising all the materials required to complete each unit of competency.

Training has two components:

  1. Online/Distance learning is facilitated through AiTT’s online student portal, and other electronic/mobile media. Some instructions may be provided through live and pre-recorded webinars, a combination of instructional video’s plus trainer commentary and group discussions, online forums, online guided activities, etc.
  2. Optional live online training sessions are conducted by a qualified trainer by request. The sessions include, but are not limited to:
  • Discussions covering relevant theories, concepts, and/or underpinning knowledge
  • Practical demonstrations and practice sessions covering the practical/skills requirements of each subject
  • Instructions/guidance in completing the assessments


Assessments are divided into three components:

  1. Knowledge assessments
  2. Skills assessments completed outside of the vocational workplace, e.g. projects, role plays, case studies, etc.
  3. Skills assessments completed within the vocational workplace or simulated equivalent

Assessment will depend on the specific pathway learners take to complete the course. Students eligible for RPL are only required to complete the knowledge assessments, provided that they successfully complete the corresponding RPL assessments to demonstrate relevant skills competency.

Knowledge assessments and other skills assessments completed outside of the vocational workplace are included in subjects 1 to 6. These assessments are completed according to the block schedule.

Skills assessments completed in the vocational placement are facilitated through the Skills Workbook. Although AiTT trainers conduct vocational workplace visits, some assessments that are conducted and observed over a period of time will also rely on supervisor feedback/third-party reports. As such, additional third-party or supplementary evidence may be required. Additional evidence may include:

  • Video recording
  • Portfolio of evidence collected in the workplace
  • Interview with the workplace supervisor

Resources Required to Complete the Course:

For successful completion of this course, students will need ongoing access to:

  • A computer with an Internet access with a reliable speed of at least 5mbps
  • Google Chrome (recommended browser)
  • MS Word, PowerPoint and Excel or equivalent applications.
  • Adobe Acrobat Reader or equivalent application

Each student will gain access to AiTT’s LMS, which includes access to:

  • Tutorial Documents for Navigating the LMS
  • Training Plan
  • Learner Guides for each subject
  • Assessment Workbooks for each subject
  • Templates for Projects and other activities
  • Face to Face Session Schedules
  • Supplementary learning resources, handouts and templates
  • Vocational Placement Pack
  • Specific Resources for Assessment

AITT will provide access to:

  • Learner Guides
  • Assessment Workbook
  • helpful Resources (Templates and Extra Handouts)
  • a simulated environment in cases where the student does not have access to a workplace.
  • WHS templates (including risk management resources).
  • relevant legislations, acts, regulations, standards, and codes.
  • relevant workplace and organisational policies and procedures including, but not limited to, the following:
  • organisational strategic and operation plans
  • policies and procedures for managing meetings
  • relevant workplace/office equipment, supplies, and resources including, but not limited to, the following:
    • computers and relevant software
    • relevant workplace documentation, and resources, including but not limited to, the following:
    • reference materials in regard to meeting venues and technology

Cost & Payment

Option 1: Full upfront payment of $899.00

Our course fees, terms and conditions can be found on our website at

Course Duration

This program is designed to be completed by a typical learner within 12 months. The actual number of hours & time required for students to complete the course will vary depending on the individual students’ level of existing relevant knowledge, skills and experience.

Recognition of Prior Learning

AITT has a Recognition of Prior Learning (RPL) Policy to ensure that an individual’s prior learning, achieved through formal and informal training, work experience or other life experiences, is appropriately recognised. This recognition may assist students to progress faster through a unit of competency or allow the student full credit. 

Where a student has expressed in the enrolment form their interest for completing the course through the RPL pathway, the student will be provided with an eligibility assessment prior to enrolment. This may come in the form of a written self-assessment and/or an interview. If deemed eligible, the student will proceed with the RPL process.

Qualification Pathways

After achieving this qualification candidates may undertake a qualification at Diploma Level in Business, Leadership and Management, WHS or human resources. 

Entry Requirements into the Course:

There are no entry requirements, however it is recommended that students:

  • Are 18 years or older
  • Have sound language and literacy skills (at least Year 10 English, or equivalent)
  • Have completed a secondary level Year 11 or undertaken equivalent training
  • Have basic computer skills

Students are also required to:

  • Obtain a Unique Student Identifier (USI);
  • Provide a valid ID with his/her picture and signature;
  • Undertake a Language, Literacy and Numeracy Evaluation; and
  • Undertake a competency assessment/RPL eligibility assessment before starting the course

Pre-enrolment assessment

Learners may be required to complete a pre-enrolment assessment prior to starting the course.

The pre-enrolment assessment process helps AITT determine:

  • If the student meets the minimum LLN requirements and/or if LLN support will be required
  • If the student meets pre-requisite course requirements (see above)
  • If the student is eligible for RPL
  • The most suitable program pathway for the learner (please see Training and Assessment Schedule for more details)
  • The pre-enrolment assessment includes:
  • Initial interview
  • LLN Assessment
  • Competency Assessment (to determine RPL eligibility and/or most suitable course pathway)
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