Customer Relations
SAQA ID
123258
MIN CREDITS
10
EST DURATION
2 DAYS
SETA
LGSETA
What is the purpose of the programme?
The purpose of this short course is to ensure that learners can interact professionally with customers. Improved customer relations lead to improved customer service, which, in turn, results in business growth and profitability. This programme enables delegates to develop and deliver customer relations in everyday workplace contexts
How is the programme aligned?
This is an accredited short course aligned to Unit Standard 123258: Foster and maintain customer relations. Total credits: 10 NQF level 2.
Who is the target audience?
This short course is well suited to individuals who would like to develop their skills in dealing with customers and improving overall customer service levels within the workplace.
What are the entry requirements?
Learners must meet the following criteria to enter the programme:
- Communication at Level 2.
- Mathematical literacy NQF Level 2
How is the programme structured?
The following topics are covered in the programme:
- Customer service structures
- Identifying customer needs
- Interacting with customers
- Dealing with customer complaints
- Interpersonal behaviour in customer service
How will the course be delivered and assessed?
Facilitation strategy
Â
KVR Training offers our clients various facilitation methods based on specific needs. This can include in-person, on-line, virtual facilitation methods or a combination of any of these. Various learning techniques, such as simulations, roleplays and presentations are used. Facilitators give feedback on participation, strengths, and areas for improvement. Practical application is crucial, requiring learners to apply knowledge in their daily work under supervision.
Â
Assessment strategy
Â
- Formative assessment is conducted throughout the programme during the facilitated sessions. Assessment activities are included in the Formative Assessment Workbook and will be checked by the facilitator. Learners are expected to complete all the activities in their workbooks.
- Summative assessment is conducted at the end of the foundational training phase. Learners are expected to complete summative assessment activities in the Summative Assessment Workbook.
What are the workplace requirements?
Outcomes-based programmes require application of skills in the workplace. For this programme, the following human and physical resources are required:
- Suitable workplace with access to the following:
- Company policies, requirements, documents
- Industry specific legislation and other relevant legislation
- internal and external customers
- Learners must be exposed to all outcomes related to the qualification; this would include all activities related to developing relationships with customers
What workplace activities will need to be completed?
Some of the practical workplace activities for this programme include the following:
- Compiling customer Moments of Truth Pathways
- Uncovering customer expectations
- Suggesting improvements to customer service standards
- Handling customer complaints
How can we help?
Let us connect you with the right expert who can help you with your query.
Visit our blog to get the latest news, tips and course content
Let’s Connect!
+27 (0)11 849 3526
Let’s Connect!
No.40 Fourteenth Avenue
Northmead
Benoni
1501
South Africa
Quick Links
Copyright © KVR Training. All Rights Reserved.
