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Customer and Stakeholders Relations Management

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Description

COURSE OUTLINE:
COURSE NAME: Customer and Stakeholders Relations Management
US ID: 123258
NQF LEVEL: 3
NQF CREDITS: 10
COURSE DESCRIPTION:
This unit standard ensures that learners are able to interact professionally with customers. Improved customer relations leads to improved customer service, which, in turn, results in business growth and profitability. Professional driving services are improved, thereby improving the image and profitability of the organization. This set of competence is transferable to all other fields where services are provided to customers, and thus improves the employability of credited learners, by enhancing their understanding of the processes and the context of customer service.

COURSE PURPOSE:
The qualifying learner is capable of:

  •  Describing organizational structures and products/services for specific contexts.
  •  Dealing with complex factors shaping stakeholder relations and expectations within the organization
  •  Operating within a customer service system according to context requirements.
  •  Identifying customer needs and expectations within specific contexts.
  •  Dealing with customer complaints according to specified procedures.
  •  Choosing interpersonal behaviors appropriate for occupational situations

LEARNING ASSUMED TO BE IN PLACE:

  •  Mathematical Literacy at NQF Level 2
  •  Communication at NQF Level 2

LEARNING METHODOLOGY:

  •  Interactive learning based on outcome-based education approaching
  •  Facilitation approach during classroom training
  •  Formative assessments during training incl. group work, role plays, demonstrations, pair work, debates, case studies
  •  Visual aids – the use of multiple visual aids are promoted incl. slides, whiteboard, flipchart, video, audio
  •  Questioning techniques used – open-ended questions, discussions, analyzing, comparisons, own opinions, conflict resolution, work-based examples, clarifications
  •  Assessments – formative assessments (during training), post assessments (building of Portfolio of Evidence and completing a Workplace Journal)

Course outline:
LEARNING UNIT 1: Organizational structures and products/services

  • Module 1: Definition of Customer Service – organizational image, employee morale, mission, vision and customer service policy
  • Module 2: Chain of Command and Reporting Structure
  • Module 3: Identification of business units – functions, activities, product/service, operations and workflow charts
  • Module 4: Identification of suppliers and providers – internal, external, support services

LEARNING UNIT 2: DEVELOPING AND MAINTAINING STAKEHOLDER RELATIONS

  • Module 1: Introduction to stakeholder relations and engagement within the organization
  • Module 2: Factors influencing stakeholder relations and engagement and their effect.
  • Module 3: Techniques for stakeholder engagement
  • Module 4: Ethics, principles and values for building and maintaining productive stakeholder relationships.

LEARNING UNIT 3: Customer Service System

  • Module 1: Customers service chains – satisfy changing needs, customers service models
  • Module 2: Responsibilities and activities – Job Descriptions and Key Performance Areas

LEARNING UNIT 4: Customer Needs and Expectations

  • Module 1: Customer profiles
  • Module 2: Feedback from internal/external customer service audits – service standards rendered
  • Module 3: Management inspections and customer feedback – identify and analyze flaws and barriers
  • Module 4: Pro-active customers service response – categorize customer personalities/anticipated behaviour
  • Module 5: Meet specific needs – include persons with disabilities

LEARNING UNIT 5: Customer Complaints

  • Module 1: Customer service complaint processes – resolving complaints in logical and professional manner
  • Module 2: After-sales service – consistent with company policy and regulations
  • Module 3: Improvements of service standards
  • Module 4: Recommendations for improvements of service standards

LEARNING UNIT 5: Interpersonal behaviors

  • Module 1: Identify conflict situations, implement resolutions of disputes
  • Module 2: Relationships and communication networks
  • Module 3: Improving/modifying personal interaction techniques

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Customer and Stakeholders Relations Management

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