UNISA Short Course in Customer Service Management - Education in South Africa
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UNISA Short Course in Customer Service Management

UNISA Short Course in Customer Service Management

University of South Africa Short Course in Customer Service Management

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Short Course in Customer Service Management (71641)

 

Purpose

The purpose of the Short Course in Customer Service Management is to introduce students to the complexities of rendering service on a one-to-one basis, as well as managing this function in a service provision organisation. The main areas that students focus on are the general principles of customer service, its advantages to an organisation, the steps involved in developing a service plan and the personal features of the excellent service provider. The aim is to develop the service delivery skills of individual students and to equip them for higher-level positions in the service divisions of organisations. The short course also lays the foundation for the students to advance to the one-year Programme in Customer Service Management. This short course serves as a credit for one of the six modules of the one-year programme.
 

Target group

People working in business, professional services, government and semi-government
 

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Admission requirements

Senior Certificate or an equivalent NQF level 4 qualification or relevant practical experience or 25 years or older
 

Duration

Three months
 

Language medium

English
 

Tuition method

UNISA open distance learning by means of a text book, a study guide, tutorial letters, assignments and an examination
 

Kind of assessment

Note:
Formative assessment and examination admission will comply with UNISA’s formative assessment rules and policies
Formative assessment:
Assignment
Summative assessment:
Open book examination
 

Customer Service Management (SCCS01V)
Syllabus/Content Topics
  • The nature of customer service
  • The planning of a customer service programme
  • The analysis of customer service (situation analysis)
  • The customer service plan
  • Implementing the customer service plan
  • Evaluating customer service
  • The individual in customer service activities

 
 

Course leader

Mr D P Theron MBA (UP)
Discipline expertise: Marketing
Department of Auditing
Office 3-011, A J H van der Walt Building, UNISA
Tel: 012 429 4871
Cell: 082 452 2699
Fax: 086 641 5164
E-mail: [email protected]
 
 

Programme administrator(s)

 
Tel: (012) 352 4288 / 4170 / 4317 / 4383
Fax: 012 429 4150
E-mail: [email protected]
www.unisa.ac.za/cbm

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