BSBCMM301 Process customer complaints

Processing customer complaints requires the handling of formal and informal negative feedback and complaints from customers. As an operator you may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.

BSBCMM401 Make a presentation

This unit covers the performance outcomes, skills and knowledge required to prepare, deliver and review a presentation to a target audience.

BSBCRT401 Articulate, present and debate ideas

This unit assists you to articulate, present and debate ideas using creative techniques in order to provoke response, reaction and critical discussion.

BSBCUS301 Deliver and monitor a service to customers

The skills and knowledge you require to identify customer needs and monitor services provided to customers is detailed in this unit. You may need to exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over either a short or long term interaction.

BSBDIV301 Work effectively with diversity

This unit describes the skills and knowledge required to recognise and interact productively with diversity in the workplace. It covers sensitive responses to, and interactions with, all manner of diversity that might be encountered during the course of your work.

BSBFLM311 Support a workplace learning environment

Develop skills and knowledge required to effectively encourage and support a learning environment. Particular emphasis is on participation in processes to facilitate and promote learning and to monitor and improve learning performance.

BSBINN301 Promote innovation in a team environment

You will learn the skills and gain the knowledge required to be an effective and pro-active member of an innovative team.

BSBITU306 Design and produce business documents

This unit describes the skills and knowledge required to design and produce various business documents and publications. It includes selecting and using a range of functions on a variety of computer applications.

BSBITU314 Design and product spreadsheets

This unit will assist you to develop spreadsheets through the use of both cloud-based and non-cloud based spreadsheet applications.

BSBWOR301 – Organise personal work priorities and development

You will develop the skills and knowledge required to organise your own work schedule, and to monitor and obtain feedback on work performance.

BSBWRT301 Write simple documents

This unit is designed for a variety of work contexts where you need to make judgements to produce a range of workplace documentation. You will be required to plan, draft and finalise basic documentation.

BSBWHS302 Apply knowledge of WHS legislation in the workplace

This important unit describes the skills and knowledge you need to understand WHS legislation and to contribute to WHS compliance.