Blended 2017
This fabulous, comprehensive program delves deep into the essential elements of customer engagement. Standards, strategies, measurement, support, communication, brand and service are just some of the many topics covered throughout the program.


This program is focused on all the key enablers to implement customer engagement objectives, standards and strategies.

The program takes participants on the journey from strategy to implementation and then, to ongoing measurement and support. This journey will lead to significant improvements in performance, service, engagement and brand in the eyes of the customer.

A variety of learning approaches are used including case studies, knowledge-bite videos and analysis of Australian and world’s best practice service providers.

Maximising Customer Engagement aligns directly to the competencies of the Certificate IV in Customer Engagement. Having completed the face-to-face elements of the program, participants can gather evidence of how they have implemented the strategies in the workplace. Then, upon successful completion of the assessment component, participants can gain this Nationally Recognised qualification.

This premium program uses a blended learning approach which includes face-to-face sessions, access to our online learning platform and 12 months Professional Membership of AIM WA. Learn more at

Who Will Benefit

Team leaders and managers of customer service or those aspiring to a customer service leadership role. This includes anyone charged with delivering on high level customer engagement outcomes.

Program Content

  • Mapping activities to the service operational plan and strategies
  • Evaluating trends and forecasting for resources
  • Identifying and implementing standards
  • Creation and support of continuous learning for teams and individuals
  • Identifying unique customer needs and developing innovative solutions to achieve satisfactory outcomes
  • Handling customer complaints
  • Understanding and applying stress relieving techniques in the workplace
  • Supporting a safe team environment
  • Measuring and coaching for results.

Learning Outcomes

Participants should be able to:
  • Create a one year service operational/business plan
  • Identify and communicate a customer ‘touchpoint’ map strategy for all engagements
  • Plan monthly areas of focus for engagement addressing targeted customer types and/or needs
  • Create a skills matrix to identify development, succession and coaching needs.


Fee includes the cost of assessment for the Certificate IV in Customer Engagement (13 x units of competency).

Relationship to Competency Standards

Certificate IV in Customer Engagement
  • BSBCUS401 Coordinate implementation of customer service strategies
  • BSBLED401 Develop teams and individuals
  • BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements
  • BSBCUS402 Address customer needs
  • BSBCUS403 Implement customer service standards
  • BSBMGT401 Show leadership in the workplace
  • BSBCUE403 Schedule customer engagement activity
  • BSBCMM301 Process customer complaints
  • BSBWOR404 Develop work priorities
  • BSBWOR403 Manage stress in the workplace
  • BSBINN301 Promote innovation in a team environment
  • BSBLED501 Develop a workplace learning environment
  • BSBMGT402 Implement operational plan

Please click on the qualification link above for Qualification information and total fees.

Program code 209
Duration 5 days (over 6 weeks)
2 x 2 days and 1 day
Intake 1: Mar 26-27, Apr 16-17 & May 4
Intake 2: Sept 17-18, Oct 10-11 & Oct 26
Time 9.00 AM - 4.30 PM
  • 17 September, 2018 - 26 October, 2018
Location AIM WA Floreat
* Minimum numbers are required for program to proceed
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    Waitlist only
    Limited spaces
    Please contact AIM WA Client Services on (08) 9383 8000 for booking information.

    *Prices Include GST

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