Executive Certificate in CRM

PROGRAM DESCRIPTION

This is the foundation and basic course in entering the field of customer service. To qualify, one must have the ability to read and write. The course is designed for anyone who wants to have the basic knowledge of customer service. It can be used as an entry point to the field of customer service for the formal sector or done by players in the informal sector to sharpen their customer service skills.

Graduates of this course can be employed in all customer inter-facing jobs, pursue further studies in customer service or get into self-employment.

PERIOD

To get a Certificate one must successfully complete all the eight modules. It is generally expected that one completes the course within eight months.

COURSES

The courses to be covered include:

Marketing Principles (CICS101)
Basic Accounting (CICS102)
Business Information Systems (CICS103)
Entrepreneurship & New Venture Creation (CICS104)
Customer Communications (CICS105)
Principles of Customer Care (CICS106)
Business Management (CICS107)
Customer & Consumer Rights (CICS108)

SKILLS ACQUIRED

Certificate Of Customer Service holders should be able to display competence in the application of knowledge in the performance of a range of varied work activities, some of which may be routine and predictable with some being complex or non-routine.

Learning at this level involves obtaining knowledge and skills appropriate for people working semi-independently, or receiving basic supervision and training from others in their field of work. Students should begin to develop a degree of individual responsibility or autonomy in their study as well as the ability to collaborate with others, perhaps through membership of work groups or teams