Generic Management: Customer Management 

Duration

This qualification is run over 12 months and includes, on average, 3 days of classroom (instructor-led) training each month.

Delivery Method

Training will take place using the tried-and-tested benefits of instructor-led learning.

For large groups (10 or more), training times can be arranged according to your date and time requirements, delivered on-site at your premises or through a host company. 

Alternatively, individual learners can join an open group by clicking on the Enquire/Register Now button. 

Who Should Attend

This qualification is designed for front-line managers or sales representatives within an organization. Front-line managers may include team leaders, supervisors and junior managers.

Prerequisites

To ensure that you align your learners to the appropriate qualifications, we have built in a thorough pre-assessment process. Entry requirements for this course include:

• Communication at NQF 4
• Mathematical Literacy NQF 4
• Computer Literacy at NQF 4

Qualification Modules

LP 1: Leadership (14 credits)
(120300, 252037)

LP 2: Relationship Management (20 credits)
(252027, 252043, 12433 )

LP 3: Customer Sales Management (31 credits)
(10045, 10047, 10067)

LP 4: People Management (30 credits)
(252029, 252034, 10052, 252035)

LP 5: Financial Management (14 credits)
(252036, 252040)

LP 6: Ethics and Knowledge Management (11 credits)
(252042 ,252044)

LP 7: Change Management (20 credits)
(252021, 252026, 252020)

LP 8: Results-based Management (24 credits)
(252022 ,252032 ,252025)

Learning Outcomes

1. Initiate, develop, implement and evaluate operational strategies, projects and action plans to improve the effectiveness of the unit.

• Priorities are identified by considering a broad range of factors in solving problems and making decisions on operational strategies.
• The need for and the benefits of change are explained and recommendations are made to achieve intended results.
• The initiatives to be undertaken by the unit are linked to organisational goals and objectives.
• Operational strategies, projects and action plans are initiated and developed.
• Operational strategies, projects and action plans are implemented and evaluated.

2. Monitor and measure performance and apply continuous or innovative improvement interventions in the unit.

• The performance of the teams and the unit is monitored and measured according to organisation's systems and procedures.
• Innovative and/or continuous improvement strategies are applied according to generally accepted theory and practice.
• Results are evaluated in relation to intended outcomes.

3. Lead and manage a team of first line managers to enhance individual, team and unit effectiveness.

• The talents of each team member are evaluated according to the needs and operational requirements of the unit.
• The team is provided with direction towards fulfilment of organisational goals.
• Resources are identified and used by the leader to accomplish the objectives of the unit.

4. Build relationships with superiors and with stakeholders across the value chain.

• Relationships are built through the provision and solicitation of unit-relevant information.
• Communication processes that contribute towards building relationships are implemented both vertically and horizontally.
• Team effectiveness and desired outcomes are achieved through partnership and information sharing.
• Customer needs are interpreted and distilled through effective communication processes in order to ensure that relationships are sustained.

5. Apply the principles of risk, financial and knowledge management and business ethics within internal and external regulatory frameworks.

• Risk in the unit is managed by considering the impact and likelihood of a variety of internal and external factors
• The intended outcomes of the unit are achieved by applying accepted principles and practices of financial management.
• The intellectual assets of the unit are identified, developed and protected through the application of the principles of knowledge management.
• The desired outcomes of the unit are achieved within an individual ethical framework and according to the value system of the organisation.

6. Enhance the development of teams and team members.

• The acquisition and enhancement of skills is facilitated through people development processes.
• Direction is given to first line managers on their possible career progression within the organisation through coaching and other personal interaction.
• The diversity in the team is recognised and harnessed in order to add value to team effectiveness.

The Secret To Success

A Learnership is an extremely complex  and often challenging project that requires:

Learner engagement, retention and completion is dependent on a number of key factors: