DUAL CERTIFICATE IV PROGRAM: FRONTLINE MANAGEMENT (BSB40807) AND CUSTOMER CONTACT (BSB40307)

Certificate IV in Frontline Management and Certificate IV Customer Contact are nationally recognised qualifications aimed at business owners, managers, supervisors or team leaders who aspire to grow and acquire critical frontline management skills in the automotive industry.

Topics covered will include:

  • Implement operational plan
  • Promote products and services
  • Show leadership in the workplace
  • Promote team effectiveness
  • Monitor a safe workplace
  • Report on financial activity
  • Coordinate implementation of customer service strategies
  • Plan and manage compliance with environmental compliance
  • Determine legal aspects of an automotive service and repair contract
  • Gather, collate and record information
  • Implement continuous improvement
  • Determine retail rates for work
  • Provide monitoring and coaching
  • Develop teams and individuals

The workshops will:

  • Introduce participants to the various components of the course and will explore initial assessment opportunities as part of workshop activities.
  • Require participants to complete a set of written tasks as follow-up to the workshops. These tasks are an assessment component of the dual qualification program.

 

Workshop Description Date Time Location Cost
1. People Performance This workshop looks at how leadership initiatives can help establish and consolidate strong team relationships within the workforce. It examines how to support both teams and individuals and various methods of mentoring and coaching to build a cohesive and effective workplace structure. 19/03/2012 VACC House
Level 7, 464 St Kilda Rd
Melbourne VIC 3004		 $500 if eligible for government subsidy

$3500 fee for service

$90 text book
 16/07/2012
 2. Operational Performance This workshop will show participants how to plan and set operational and financial goals for their business, then how to develop and monitor the processes that lead to success and goal achievement.   16/04/2012 VACC House
Level 7, 464 St Kilda Rd
Melbourne VIC 3004
 20/08/2012
 3. Compliance and Regulation In every business there are regulations and compliance issues that often seem to create barriers to normal business operations. This workshop will help participants streamline their processes to get on with the task of running the business profitably  21/05/2012 VACC House
Level 7, 464 St Kilda Rd
Melbourne VIC 3004
 17/09/2012
 4. Customer Satisfaction  This workshop examines the concept of excellent customer service and looks at how the workteam can breathe life and energy into everyday tasks and activities, creating a dynamic business that excites customers and makes them want to keep coming back.  18/06/2012 VACC House
Level 7, 464 St Kilda Rd
Melbourne VIC 3004
 15/10/2012
Note: Above costs are GST exempt unless otherwise stated.


Required reading: Cole, Kris Management theory and practice,Pearson Education Australia 2005
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