Diploma of Customer Engagement (Local Students ONLY)


  • Course Code BSB50315
  • Duration 36 weeks (30 weeks of study, 6 weeks of holidays)

Course Outline

You should already have a sound understanding about the importance of customer engagement within an organisation when beginning our Diploma of Customer Engagement.  This course is for those students who want to take their customer engagement ability and knowledge to the next level. You will learn how to identify and address customers’ specific needs, implement customer service standards to an outstanding degree, develop a successful workplace learning environment for employees, and integrate customer contact operations in to an organisation.

On completion of this course, you will be more than capable to work in the following job roles:

  • Customer Service Manager
  • Call Centre Team Leader
  • Call Centre Manager
  • Scheduler

*Please note this course is only offered via RPL, distance learning and online assessment.

  • Entry Requirements

    Successful completion of Year 12 (or equivalent).

    IELTS score of 5.5 (or equivalent).

  • Documentation Required for RPL Assessment

    General Employment Documents:

    • – Brief CV or work history
    • – Position descriptions
    • – Certificates/results of assessment
    • – Details of in house courses, workshops, seminars, and orientation or induction sessions
    • – References/letters from previous employers/supervisors

    Workplace Documentation:

    • – Any licenses
    • – Brief CV or work history
    • – Certificates/results of assessment
    • – Certificates/results of assessment – interstate/overseas
    • – Certificates/results of assessment – universities
    • – Photographs of work undertaken
    • – Diaries/task sheets/job sheets/log books
    • – Membership of relevant professional associations
    • – Hobbies/interests/special skills outside work
    • – References/letters from previous employers/supervisors Industry awards
    • – Any other documentation that may demonstrate industry experience

    Depending on the industry sector you have worked in, you may or may not have documentary evidence available. This should not deter you from seeking RPL as the Assessor will work with you during the RPL process.

    You will also need to supply contact details of one or two work referees who can confirm your skills in the industry. Think about who the best person to confirm your skill level would be.

    Think about current or recent supervisors or employers who have observed your work and who would be able to confirm your previous work skills and experience. The Assessor will need to contact them.

    You can speak with your Assessor about other ways you can show your skills for the sector in which you are seeking recognition.

    These could include letters from employers, records of any training courses or professional development sessions attended, employers or clients in related industries or government agencies, acknowledgements, workplace forms (as long as there are no confidentially issues – see below) or any other relevant documents.

  • Pathways/Articulation

    After achieving a Diploma of Customer Engagement, you may undertake a range of other Diploma, Advanced Diploma or Degree qualifications. You may be able to receive exemptions from some subjects based on this qualification.

    For more detailed information about this course, please contact admissions@waifs.wa.edu.au.

  • Domestic Fees

    Tuition Fee: $4,000.00

    Materials Fee: $300.00

    A one off $230.00 Enrolment Fee is applicable to process the Application.

    *Course fees may change. This is usually annually on 1 July and typically no more than 4%.

    **Fees on this document are quoted in AUS Dollars.