Short Learning Programme on Customer Care and Service Delivery Management

Equipping of participants with professionalism in the working environment.

Purpose of the course

At the end of the programme, the participants will be able to understand the customer behavior and how to act positively on negative customer behavior. To acknowledge, learn and understand the consequences and/or results that “lost or unhappy customers can cause to the organisation.

Admission requirements

Learning assumed to be in place
Practical experience in customer care.

Course outcomes and assessment criteria

Course outcomes and the associated assessment criteria

Study Unit

Outcomes

Assessment Criteria
  After completion of this course, participants will: Participant will be assessed on the following criteria:

MODULE 1 (US 10053):

MANAGE CUSTOMER REQUIREMENTS AND NEEDS AND IMPLEMENT ACTION PLANS

At the end of the learning cycle, the learners will demonstrate knowledge and understanding of:

  • Customer needs
  • Questioning skills
  • Listening skills
  • Satisfaction of customer needs
  • Action plan
  • Evaluate and monitor the Action plan
 1. Listen to and interpret customer needs

ASSESSMENT CRITERION 1

Utilise questioning skills to obtain information so that interpretation of customer's needs is accurate.

ASSESSMENT CRITERION 2

Prioritise customers needs.

ASSESSMENT CRITERION 3

Practise established methods to list to a customer.
2. Describe action plan.

ASSESSMENT CRITERION 1

Agree to the Action plan with all stakeholders.

ASSESSMENT CRITERION 2

Communicate resources required to implement the action plan.

ASSESSMENT CRITERION 3

Evaluate action plan in terms of its ability to meet customer requirements.
3. Implement action plan to meet customers needs.

ASSESSMENT CRITERION 1

Evaluate actions of frontline providers against action plan agreed previously.

ASSESSMENT CRITERION 2

Implement action plan within agreed timeframes, budgets and resource allocations.

ASSESSMENT CRITERION 3

Apply action plan to the satisfaction of the customer and the organisation.
4. Track and measure the action plan to its completion.

ASSESSMENT CRITERION 1

Agree to all measurement techniques with the involvement of all stakeholders.

ASSESSMENT CRITERION 2

Evaluate and review actual progress against the action plan.

ASSESSMENT CRITERION 3

Record identified variances against action plan and find and analyse reasons for these discrepancies.

ASSESSMENT CRITERION 4

Complete measurement report, in the required format and within the agreed time frame.

MODULE 2 (US 10052):

MONITOR HANDLING OF CUSTOMERS BY FRONTLINE CUSTOMER SERVICE

At the end of the learning cycle, the learners will demonstrate knowledge and understanding of:

  • How to deal with customers
  • Key performance areas for frontline staff
  • Techniques for dealing with customers
  • Basic Communication skills
 1. Monitor interaction between customer service providers and the customer.

ASSESSMENT CRITERION 1

Put in place systems to measure the interaction between customer service providers and customers.

ASSESSMENT CRITERION 2

Confirm that the duration of the interaction is within agreed timeframes.

ASSESSMENT CRITERION 3

Check that the customer service provider interaction with the customer is in accordance with procedures and processes.

ASSESSMENT CRITERION 4

Indorse that the outcome of the interaction meets both the customer and the organisation's requirements.
2. Monitor the customer's satisfaction.

ASSESSMENT CRITERION 1

Monitor customer satisfaction at pre-determined intervals.

ASSESSMENT CRITERION 2

Obtain feedback from customers on their satisfaction.

ASSESSMENT CRITERION 3

Evaluate and analyse feedback to determine satisfaction levels.

ASSESSMENT CRITERION 4

Take the necessary steps to improve the level of customer satisfaction.
3. Monitor key performance areas.

ASSESSMENT CRITERION 1

Agree to key performance areas with all frontline service providers.

ASSESSMENT CRITERION 2

Confirm that key performance areas are measurable, attainable and in line with the organisation's requirements.

ASSESSMENT CRITERION 3

Measure key performance areas are against the set standards.

ASSESSMENT CRITERION 4

Provide Feedback on performance to all frontline service providers.

MODULE 3 (US 7865):

IMPROVE SERVICE TO CUSTOMERS

At the end of the learning cycle, the learners will demonstrate knowledge and understanding of:

  • Service reliability
  • Customers preferences
  • Trend analysis
  • Customer Feedback
  • Service Standards
 1. Obtain feedback from customers in order to improve customer service in accordance with organisational procedures.

ASSESSMENT CRITERION 1

Describe the organisation's customer feedback procedures.

ASSESSMENT CRITERION 2

Identify, record and constantly encouraged comments on service reliability and preferences from customers.

ASSESSMENT CRITERION 3

Conduct a trend analysis based on customer feedback and sales data.

ASSESSMENT CRITERION 4

Suggest with reasons possible improvements to customer feedback systems.
2. Describe the importance of improving service by taking different cultures into consideration when interacting with customers.

ASSESSMENT CRITERION 1

Describe various team-building techniques that can be implemented.

ASSESSMENT CRITERION 2

Explain the importance of encouraging colleagues to offer ideas to improve service to customers.

ASSESSMENT CRITERION 3

Explain the importance of cultural considerations when interacting with customers.
3. Implement a comprehensive long-term plan for raising and maintaining service levels in the organisation.

ASSESSMENT CRITERION 1

Evaluate and adjust Organisational procedures and service standards.

ASSESSMENT CRITERION 2

Initiate service improvement efforts within own area of responsibility.

ASSESSMENT CRITERION 3

Communicate changes in procedures and service standards to all concerned.

ASSESSMENT CRITERION 4

Develop a long-term plan.

 

Assessment
Formative and Summative
Method of assessment
Summative:
Examination/ Case studies/ Group projects

Additional information

Mode of delivery
Contact
Target group
All employees from private and public sector institutions who deal with customers/clients.

Contact us

Contact person name
UCE
Contact person e-mail
Uce-info@nwushortcourses.info
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