UNISA Short Course in Customer Service Management

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UNISA Short Course in Customer Service Management

University of South Africa Short Course in Customer Service Management

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
 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: therodp@unisa.ac.za
 
 Programme administrator(s)

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

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