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Facilitator guide 5 US ID Facilitator Guide Apply client service techniques to improve service delivery US ID NQF LEVEL FACILITATOR GUIDE Customer Service Management CUS ID Facilitator Guide Field - Business Commerce and Management Studies NQF Level nd Ed

US ID Facilitator Guide Apply client service techniques to improve service delivery US ID NQF LEVEL FACILITATOR GUIDE Customer Service Management CUS ID Facilitator Guide Field - Business Commerce and Management Studies NQF Level nd Edition Nov DISTRIBUTOR This courseware is owned and distributed by BBT Institute t a NSA Business and Training Consulting info nsaconsulting co za Fax Pretorius Street premium towers Pretoria central Harry ? s Printers Pretoria reception-pta harrysprinters com COPYRIGHT Developed by BBT Institute Copyright ?BBT Institute All rights reserved No part of this Publication may reproduced stored in retrieval system or transmitted in any form or by any means electronic mechanical photocopying recording or otherwise without the prior permission of the copyright owner Although every attempt has been made to ensure that the management guidelines are safe and correct the developer publishers and sponsors of the manual cannot accept any responsibility for errors arising from the use of this manual for any purpose BBT-US - - LIMITATION OF LIABILITY Every e ?ort has been made to ensure complete and accurate information concerning the material presented in this course Neither BBT Institute nor its agents can be held legally responsible for any mistakes in printing or for faulty instructions contained within this course The publisher appreciates receiving notice of any errors or misprints Information in this manual is subject to change without notice Companies names and data used in examples herein are ?ctitious unless otherwise noted Customer Service Management CUS ID Facilitator Guide Table of Content About the Programme Introduction About Alignment Programme Structure learning programme Alignment B Notional Hours Matrix About the Programme Structure The Programme Pack Facilitation Plan About Assessment Formative Assessment Summative Assessment About Delivery Facilitator Credentials Facilitator Conduct Learner Support Standard Administration About Delivery Facilitation Delivery Strategy Notional Hours Structured Delivery Plan Facilitation Planners Facilitation Strategy Preparing the training venue Training room Materials Venue or room layout Lesson Planning Formative Assessment Activities Administration Customer Service Management CUS ID Facilitator Guide Learner Administration Facilitator Administration Facilitator Report Attendance Register Customer Service Management CUS ID Facilitator Guide About the ProgrammeIntroduction Welcome to the skills programme in customer service management aligned to Unit standards ID ?? this is an NQF registered unit standards at Level Facilitators Note The purpose of this guide is to provide the facilitator with guidelines about the presentation and learner support requirements for the ?? unit standard This Facilitator ? s Guide will enable the appointed facilitator to plan prepare conduct and evaluate the facilitation activities required of him her for this programme About Alignment Programme Structure Based on the unit standard description and requirements the programme is divided into learning outcomes based related assessment criteria learning programme Alignment Facilitators Note For a full copy of the unit standard description document please refer to the end of this guide Customer Service Management CUS ID B Notional Hours Matrix Facilitator Guide The roll out strategy below indicates the relationship between theory practical workplace and FSA component Learning Credits Notional Days Unit Hours