Unique Student Identifier (USI) Mandatory from 1 January 2015

From 1 January 2015, all students undertaking Nationally Recognised training in Australia will need to have a Unique Student Identifier (USI). Once you have your USI, you can use it throughout your life, to keep a centralised online record of all your Nationally Recognised training. Whether you're studying at TAFE, a private training organisation, completing a certificate or diploma course, apprenticeship or skill set - you'll need a USI.


This qualification is focused on the key enablers of achieving customer engagement objectives, standards and strategies by aligning planning with processes and key activities. Participants who obtain this qualification will be able to implement tactics and achieve goals to deliver on organisational strategy for service delivery.

Who will benefit

Anyone who is responsible for successful outcomes in customer engagements, particularly team leaders and managers of customer service or those aspiring to a customer service leadership role.

Key topics

  • Mapping activities to the service operational plan and strategies
  • Evaluating trends and forecasting for resource needs
  • 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
  • Understand and apply stress relieving techniques in the workplace
  • Supporting a safe team environment
  • Measuring and coaching for results.

What is required to gain the qualification

Attendance on the training program/s and successful completion of the assessment requirements. Assessment consists of set workplace tasks/assignments for each of the clustered units. Underpinning knowledge questions and third-party reports will also supplement the assessment approach.

Participants have up to 2 years to complete the training and assessment requirements of the qualification. This time frame will vary for each individual depending on their existing level of skills and knowledge and their ability to attend the training programs.

AIM WA recommends regular attendance on the monthly Free Qualification Support Workshops while completing the assessment requirements.

Recognition of Prior Learning (RPL) is available for all or part of this qualification.  Please refer to the Enrolment Kit for details or the document located under Related Information on the RPL process.

Plan your training

  1. Download the Enrolment Kit located on this page under Related Information
  2. Read through the kit to learn more about the qualification and its requirements
  3. Complete the self-assessment and LLN questionnaires
  4. Email the questionnaires along with the application form (and RPL application if applicable) to enrol onto the qualification to assessments@aimwa.com
  5. Book onto the associated training program/s listed in the table below
  6. Attend training and complete the assessment requirements.

More information on each program can be found by clicking on the program in the table below. Bookings can be made on-line or by contacting Client Services at aimwa@aimwa.com.



5 days in total, face-to-face

Non Member
Professional Member
Corporate Bronze
Corporate Bronze Plus
Corporate Silver
Corporate Gold / Regional
Corporate Regional

13 units of competency

Non Member
Corporate/Professional Member

Assessment through Recognition of Prior Learning (RPL)

Non Member
Corporate/Professional Member

Related Information


Book on your choice of intake in the program listed in the table (click on selected program name to view program outline and dates).

Program Name Relationship to Competency Standards Duration
Maximising Customer Engagement - Intensive (209)
17 Sep 18

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

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
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