Learning and Assessment Kit-BSB20215 Certificate II in Customer Engagement CRICOS Forms Units of competency BSBOPS404 Implement

Units of competency BSBOPS404 Implement customer service strategies BSBTWK502 Manage team effectiveness SIRXCEG004 Create a customer-centric culture BSBCMM412 Lead difficult conversations If you require RPL Kits with comprehensive benchmarking

Units of competency AURETU005 Retrofit and modify air conditioning and HVAC systems AURETU004 Diagnose and repair air conditioning and HVAC systems AURETU003 Service air conditioning and HVAC systems * We can develop additional elective units that are not listed on request (Please contact us for further information)

Core units BSBDIV501 Manage diversity in the workplace SITTIND001 Source and use information on the tourism and travel industry SITXCCS007 Enhance customer service experiences SITXCCS008 Develop and manage quality customer service practices SITXCOM005 Manage conflict SITXFIN002 Interpret financial information SITXFIN003 Manage finances within a budget SITXFIN004 Prepare and monitor budgets SITXHRM003 Lead and manage people SITXMGT001 Monitor work operations SITXMGT002 Establish and conduct business relationships SITXWHS003 Implement and monitor work health and safety practices Elective units SITTTSL013 Construct promotional international airfares Group A SITTTSL014 Construct advanced international airfares Group A SITTTSL015 Administer billing and settlement plans Group A SITTTSL016 Provide specialist advice on cruises Group A SITTTSL017 Maintain product inventories Group A SITXCCS002 Provide visitor information Group A SITXHRM002 Roster staff Group B SITXHRM004 Recruit

Core units FBPFSY2002 Apply food safety procedures FBPOPR2071 Provide and apply workplace information FBPOPR2096 Follow procedures to maintain good manufacturing practice in food processing FBPWHS2001 Participate in work health and safety processes Electives BSBTEC201 Use business software applications FBPOPR2069 Use numerical applications in the workplace FBPOPR2074 Carry out manual handling tasks FBPOPR2089 Operate a production process SIRRMER001 Produce visual merchandise displays SIRXPDK001 Advise on products and services FBPOPR1014 Monitor process operation FBPOPR1015 Participate effectively in a workplace environment FBPOPR1016 Take and record basic measurements * We can develop additional elective units that are not listed on request (Please contact us for further information)

Units of competency RIIWHS207 Control traffic on high volume roads If you require RPL Kits with comprehensive benchmarking

Learning and Assessment Kit-BSB20215 Certificate II in Customer Engagement CRICOS Forms Units of competency BSBOPS404 ImplementOur learner and assessment resources contain everything you need to begin training and assessing your learners. Our learner resources include: Learner Guide PowerPoint Presentation Session Plan Classroom Activities Self Study Guide Our assessment resources include: Assessment Pack (Student) Trainer Assessment Pack (Marking Guide) Mapping for each unit of competency Assessment Record Tools Our learner and assessment resources have been aligned to