NATIONAL CERTIFICATE: GENERIC MANAGEMENT: CUSTOMER MANAGEMENT

Admissions Requirements

• NQF 4 Communication skills & mathematical literacy

The Customer Management learning programme forms part of an elective course of the National Certificate: Generic Management.  The purpose of the qualification is to enable first-line managers to develop competence in a range of knowledge, skills, attributes and values.

The qualification consists of seven five-day modules spread across a year.  The programme is outcomes-based and delegates must submit a Portfolio of Evidence (POE), assessed and moderated after each module. Delegates must be declared competent in each completed module before they can progress to the following module

Delegates implement their learning immediately into their work environment under a dedicated workplace mentor’s supervision by applying modules’ outputs.

The qualification covers five domains, namely:

• Leadership
• Managing the environment
• Managing relations
• Managing knowledge and the practice of management

The delegate will be able to:

• Initiate, develop, implement and evaluate operational strategies, projects and action plans
• Monitor and measure performance and apply continuous improvement interventions
• Lead a team of first-line managers and enhance individual, team and unit effectiveness
• Build relationships with staff, superiors and stakeholders
• Apply the principles of risk, financial and knowledge management and business ethics
• Enhance team development through recruitment, coaching and mentoring

Programme Outline

1. Unleashing the Leader Inside You
2. Making Sense of Finance
3. Partnering for Success
4. Planning and Setting Standards
5. People Dynamics in the Workplace
6. Managing Teams to Deliver Effective Results
7. Achieving World Class Customer Excellence

Outcomes-Based Assessment:

Delegates earn the SSETA credits when they complete and submit the formative and summative assessments.  These form part of a post-training work-based Portfolio of Evidence (POE) evaluated by an assessor and moderator.

Upon completing the POE and found competent by the assessor and moderator, the SSETA registers the delegate’s results on the National Learners’ Record Database.  These results remain a lifelong achievement for all delegates to further their careers.

SAFMA awards CPD points to registered SAFMA members on the presentation of their Certificate of Attendance.

All venues used for the facilitated training format have been inspected and are compliant with COVID-19 Government and Hospitality Industry Standards.

Delegates are responsible to provide their own cloth face mask and wear it for the duration of the training programme.

A Health and Safety Induction will be done at the beginning of the training and enforced throughout the contact days.