Award in Customer Relations

Course Description

This module of study aims at providing learners with the necessary awareness and emanating skills which help them equip themselves better in imparting consistent good quality customer services and enhancing excellent customer relations within the financial services organisations they will be forming part of. Through theory awareness as well as opportunity for hands-on experiences, learners will learn how to enhance the level of customer relations within an organisation. Consistent customer service delivered in a professional manner, is a contributing factor towards customer satisfaction and eventual customer retention. The module delves into this aspect as well as methods of how to monitor and evaluate the customer relations. This is especially relevant in a world were customers expectations are on the increase. Developing and maintaining excellence in customer relations, especially through CRM strategies, are paramount to the success of financial services at various levels, both with regards to external customers as well as internal ones.

Career Paths

Customer Care Manager, Customer Care Executive, Counter Assistant, Shop Manager

Structure and Assessment

Course delivery is planned to be face-to-face lessons along with practical assignments where applicable.

Duration – 30 Hours

Lecturing Schedule

Part-Time Evenings or Saturday Morning – 10 Sessions of 3 Hours each

Note: Additional hours as directed by the Lecturer need to be dedicated by way of Self-Study / Research / Assignments / Projects / Presentations / Group-Work or similar.

Assessments

All the Learning Outcomes within this module will be assessed, adopting a continuous assessment procedure. Assessment will be made up of various modes, as will be adapted to the unit content and the learning outcomes being assessed. These assessment modes will include:

• Formalised Role Plays within a contextualised financial services environment
• Formative Time Constrained Assignment based on a selection of multiple choice questions and short answer questions
• Take Home Assignment based on a Case Study / Scenario approach.

Learning Outcomes

1. Understand the role and relevance of Customer Service and how this is provided effectively within a Financial Services setting.
2. Prepare oneself holistically in view of excelling in the various aspects of customer relations.
3. Contribute to customer satisfaction, through consistent and reliable customer service
4. Monitor and evaluate customer relations within the financial services organisation.
5. Demonstrate an understanding of the concept and principles of Customer Relationship Management (CRM) within the context of a financial services marketing strategy

Entry Requirements

Any 4 SEC/0-Level/SSC&P (Level 3) Passes

Maturity Clause:

Applicants who do not meet all the minimum eligibility criteria, and who have attained the age of 21 years, may submit an application under the maturity clause. A Curriculum Vitae and a Motivation Letter (the latter clearly indicating what motivates the applicant to apply for this particular course) are required.

These applicants must demonstrate that they stand to benefit and show that they are able to follow the programme through an interview held for the purpose. Additionally, applicants under the maturity clause may be evaluated through an assessment.

The Admissions Department may suggest pre-eligibility courses any applicant would be required to follow before being considered eligible for this course.

Certification:

Course participants may be awarded either an MCAST Certificate of Attendance or an MCAST Certificate of Achievement.

MCAST Certificate of Attendance

• An MCAST Certificate of Attendance will be awarded to those candidates who attend at least 80% of the lessons.

MCAST Certificate of Achievement

• An MCAST Certificate of Achievement will be awarded to those candidates who satisfy the 80% attendance criteria AND ALSO choose submit course assignments / or sit for assessments and achieves a Pass mark or higher.
• Students who opt not to submit assignments or sit for the assessments or fail to achieve a Pass mark will however be awarded an MCAST Certificate of Attendance provided that they fulfil the minimum attendance criteria as stated above.