Short Course in Customer Service Management


The purpose of the Short Course in Customer Service Management is to introduce students to the complexities of rendering service on a one-to-one basis, as well as managing this function in a service provision organisation. The main areas that students focus on are the general principles of customer service, its advantages to an organisation, the steps involved in developing a service plan and the personal features of the excellent service provider. The aim is to develop the service delivery skills of individual students and to equip them for higher-level positions in the service divisions of organisations. The short course also lays the foundation for the students to advance to the one-year Programme in Customer Service Management. This short course serves as a credit for one of the six modules of the one-year programme.

Target group

People working in business, professional services, government and semi-government

Admission requirements

Senior Certificate or an equivalent NQF level 4 qualification or relevant practical experience or 25 years or older


Three months

Language medium


Tuition method

UNISA open distance learning by means of a text book, a study guide, tutorial letters, assignments and an examination

Kind of assessment


Formative assessment and examination admission will comply with UNISA’s formative assessment rules and policies

Formative assessment:


Summative assessment:

Open book examination

Customer Service Management (SCCS01V)
Syllabus/Content Topics
  • The nature of customer service
  • The planning of a customer service programme
  • The analysis of customer service (situation analysis)
  • The customer service plan
  • Implementing the customer service plan
  • Evaluating customer service
  • The individual in customer service activities

More information




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