This Course is intended for people dealing with customers. A person credited with this unit standard will be able to present a positive image to customers, respond to customers in an appropriate manner under varying circumstances and provide additional information and promote banking products and services.

WHAT YOU WILL LEARN:

• Present a positive image to customers.
• The workstation is maintained in a neat and tidy manner.
• Equipment and supplies used in transactions with customers are consistently available, up to date and in good working order.
• Personal appearance is consistent with company specific guidelines.
• Respond to customers in an appropriate manner under varying circumstances.
• All customers are promptly responded to according to company service guidelines.
• Contact with the customer is established and maintained throughout the transaction process.
• All customers are responded to in accordance with company specific customer service guidelines.
• Provide additional information and promote banking products and services.
• Customer enquiries are responded to in accordance with their requirements.
• Products and services are promoted in accordance with company specific requirements.
• Customers are directed to the appropriate product experts in accordance with the customer needs.
  

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Duration

You may begin at anytime and the training should take approximately 4 weeks to complete on a part time basis.

Course Delivery

The course is delivered through the School of Shipping Learning website and allows you to study at your own pace. You may begin and register any time. A Subject Matter Expert and will provide you with academic support through the learning website and a Course Coordinator will also be available on email and telephone to provide you with administrative support.

Assessment and Award of the Certificate

You are not required to write any exams, assessments are completed online. You will need to achieve a mark of at least 60% for each assessment to receive the certification. Should you not gain competency on your first attempt one more resubmission will be allowed at no additional cost.

Entry Requirements

The only entry requirement for this course is a desire to learn and advance your career.

In order to do this course, you will need:

• An email account
• Access to a computer and the internet
• Be able to open and read PDF documents
• Read and write in the English language

The post Banking, Customer Service Online Short course appeared first on School of Shipping.

Understand the way the business operates and the way various parts of the organisation relate to each other.

WHAT YOU WILL LEARN:

• • How to list typical departments in a business.
  • Describe typical ways that the departments depend on each other.
  • Describe different types of organisations and distinguish them from each other.
  • Explain the reasons why organisations are changing their structures.
  • Explain how to list the actual departments in a selected business.
  • Describe the difference between the actual departments and typical departments
  • Describe how inter-departmental effectiveness can be improved.
  • Evaluate relationships between oneself and others in the immediate environment.
    

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Duration

You may begin at anytime and the training should take approximately 2 weeks to complete on a part time basis.(6-8 Hours of Study)

Course Delivery

The course is delivered through the School of Shipping Learning website and allows you to study at your own pace. Our courses can be started on Demand.

A Subject Matter Expert with over 40 years Managerial and operational experience in Freight Forwarding, International Trade and customs compliance  will provide you with academic support through the learning website and a Course Coordinator will also be available on email and telephone to provide you with administrative support.

Assessment and Award of the Certificate

You are not required to write any exams, assessments are completed online. You will need to achieve a mark of at least 60% for each assessment to receive the certification. Should you not gain competency on your first attempt one more resubmission will be allowed at no additional cost.

Entry Requirements

The only entry requirement for this course is a desire to learn and advance your career.

In order to do this course, you will need:

• An email account
• Access to a computer and the internet
• Be able to open and read PDF documents
• Read and write in the English language

The post Analyse a business and determine the way it functions – Online Short Course appeared first on School of Shipping.

This course is intended for managers in all economic sectors. These managers would typically be second level managers such as heads of department, section heads or divisional heads, who may have more than one team reporting to them.

The qualifying learner is capable of:

• Demonstrating an understanding of business processes and potential risks to a unit.
• Identifying potential risks and assessing the impact thereof in a unit.
• Developing contingency plans for managing risk.
• Testing and revising contingency plans.
  

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WHAT YOU WILL LEARN:

• Demonstrate an understanding of potential risks to a unit.
• The concept of risk is explained with reference to accepted theory and practice.
• The factors that could constitute risks to a unit are identified and explained.
• The role of organisational policies and procedures are explained in relation to risk management.
• Identify potential risks and assess the impact thereof in a unit.
• Potential risk factors for critical processes in a unit are identified and documented.
• Possible scenarios that could constitute a risk are identified and documented.
• The possibility of each scenario occurring is evaluated and recorded for future use.
• An analysis is performed and documented to rate the impact of each scenario on a unit.
• Priorities resulting from the impact analysis are determined and documented for implementation in the event of the risk materialising.
• Develop contingency plans for managing risk.
• Contingency plans are developed and documented in accordance with the entity’s policies and procedures.
• Contingency plans are communicated to relevant stakeholders in accordance with the entity’s risk management procedures.
• Contingency plans are distributed and stored in accordance with the entity’s risk management procedures.
• Test and revise contingency plans.
• Contingency plans are tested in accordance with the entity’s risk management procedures.
• Recommendations on improvements to the contingency plans are documented in relation to the findings of the testing.
• Contingency plans are revised to incorporate recommendations from the testing in accordance with the entity’s policies and procedures.
  

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Duration

You may begin at anytime and the training should take approximately 2 weeks to complete on a part time basis.(6-8 Hours)

Course Delivery

The course is delivered through the School of Shipping Learning website and allows you to study at your own pace. Our courses can be started on Demand.

A Subject Matter Expert with over 40 years Managerial and operational experience in Freight Forwarding, International Trade and customs compliance  will provide you with academic support through the learning website and a Course Coordinator will also be available on email and telephone to provide you with administrative support.

Assessment and Award of the Certificate

You are not required to write any exams, assessments are completed online. You will need to achieve a mark of at least 60% for each assessment to receive the certification. Should you not gain competency on your first attempt one more resubmission will be allowed at no additional cost.

Entry Requirements

The only entry requirement for this course is a desire to learn and advance your career.

In order to do this course, you will need:

• An email account
• Access to a computer and the internet
• Be able to open and read PDF documents
• Read and write in the English language

The post Risk Management Online Short Course appeared first on School of Shipping.

The person completing this course will be able to manage activities of a team that has to deliver excellent customer service, which involves meeting and exceeding customer demands, selecting and implementing the best solutions to resolve customer service problems.

Learners acquiring this standard will be able to make sure that their workplace and their own working practices as well as that of their team are healthy and safe.

The qualifying learner is capable of:

• Dealing with customer service problems.
• Providing advice and supporting regarding the information received to facilitate problem solving.
• Applying the best solution to resolve customer service problems.
• Implementing the solution to customer service problems.
  

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WHAT YOU WILL LEARN:

• Deal with customer service problems.
• The importance of maintaining customer service levels is explained in the context of the service industries.
• Information from customers about customer service problems they have raised are gathered and interpreted according to organisational requirements.
• Customers are asked appropriate questions to check understanding of their customer service problems.
• Problems are directed to the relevant function/section/department for input and/or assistance.
• Problems are identified and recorded and the appropriate function/section/ department alerted.
• Customer feedback is shared with colleagues in the required format to help identify potential customer service problems before they occur.
• Provide advice and support regarding the information received to facilitate problem solving.
• Problems are analysed to determine the approach to be used.
• Methods of providing advice are matched to the needs of the customer.
• Advice and support are provided to allow progress to be maintained.
• Apply the best solution to resolve customer service problems.
• Available options for solving customer service problems are identified in line with company standards and procedures.
• Colleagues are consulted with to identify and confirm the options available to solve customer service problems within agreed time frames.
• Advantages and disadvantages of each option are worked out for the customer and organisation.
• The best overall option for the customer and organisation is selected and applied within agreed timeframe.
• Implement the solution to customer service problems.
• The proposed option for solving the customer service problem is discussed and agreed with the customer.
• Action is taken to implement the option agreed with the customer.
• Promises relating to resolving the customer service problem are kept and actioned within agreed timeframe.
• Customers are kept informed about what is happening to resolve customer service problems.
• Records are kept in required format and according to standard operating procedures.
• Customers are communicated with to make sure the customer service problem has been resolved to their satisfaction.
• Compromises are negotiated with customer when the customer service problem has not been solved to their satisfaction.
  

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Duration

You may begin at anytime and the training should take approximately 4 weeks to complete on a part time basis.

Course Delivery

The course is delivered through the School of Shipping Learning website and allows you to study at your own pace. You may begin and register any time. A Subject Matter Expert and will provide you with academic support through the learning website and a Course Coordinator will also be available on email and telephone to provide you with administrative support.

Assessment and Award of the Certificate

You are not required to write any exams, assessments are completed online. You will need to achieve a mark of at least 60% for each assessment to receive the certification. Should you not gain competency on your first attempt one more resubmission will be allowed at no additional cost.

Entry Requirements

The only entry requirement for this course is a desire to learn and advance your career.

In order to do this course, you will need:

• An email account
• Access to a computer and the internet
• Be able to open and read PDF documents
• Read and write in the English language

The post Customer Service Online Short course appeared first on School of Shipping.

This course is intended for learners working in Administration in commercial and non-commercial organisations and is intended to enable them to manage administrative records. It is also applicable to learners working in other sub-fields who are responsible for keeping records of an administrative nature.

Learners will be well positioned to extend their learning and practice into other areas in the business environment, or to strive towards professional standards and practice at higher levels.

The qualifying learner is capable of:

• Controlling and dealing with confidential information and documents
• Controlling and evaluating ordering and distribution of office stationery
• Implementing control measures with individuals.
  

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WHAT YOU WILL LEARN:

• Control and deal with confidential information and documents.
• Confidential information is defined and described for a specific organization.
• The system and procedures used for dealing with confidential information is explained with examples.
• Documents are secured in an appropriate manner and within an agreed time frame.
• Utmost care is taken to avoid compromising any relevant stakeholder.
• Control and evaluate ordering and distribution of office stationery.
• A plan is presented to effectively control office stationery policies, procedures and strategies.
• Plans are developed on how to monitor, maintain and improve stock levels in accordance with organisational requirements.
• Effective shrikgage controls are developed and implemented for an organisation.
• Evidence of accurate reports are produced reflecting stationery movements for a given period.
• The control of the administration system and procedures is explained and applied to ensure effective administering of stationery.
• Documentation used for the control of stationery in an accurate, complete way, which complies with requirements is explained to employees.
• Effective stationery control procedures, systems and follow up actions are evaluated and explained.
• Implement control measures with individuals.
• Contracted control measures are implemented and non-conformances are identified for reporting to person with the authority to deal with them.
• Non-conformances are recorded and corrective actions negotiated according to organisational requirements.
• Reported non-conformance is handled in accordance with organisational policies and procedures and is duly recorded.
  

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Duration

You may begin at anytime and the training should take approximately 4 weeks to complete on a part time basis.

Course Delivery

The course is delivered through the School of Shipping Learning website and allows you to study at your own pace. You may begin and register any time. A Subject Matter Expert and will provide you with academic support through the learning website and a Course Coordinator will also be available on email and telephone to provide you with administrative support.

Assessment and Award of the Certificate

You are not required to write any exams, assessments are completed online. You will need to achieve a mark of at least 60% for each assessment to receive the certification. Should you not gain competency on your first attempt one more resubmission will be allowed at no additional cost.

Entry Requirements

The only entry requirement for this course is a desire to learn and advance your career.

In order to do this course, you will need:

• An email account
• Access to a computer and the internet
• Be able to open and read PDF documents
• Read and write in the English language

The post Manage administration records Online Short Course appeared first on School of Shipping.

On completing this course, the learner will be able to contribute to the cost effectiveness of the business and customer satisfaction, by demonstrating an integrated practical and theoretical understanding of competitive practice and customer relations based on quality service to the customer and sound business practices.

WHAT YOU WILL LEARN:

• Identify the nature and extent of the service to be rendered to clients.
• Identify the nature and extend of the services to be rendered to clients with due regard to time frames and industry within the service is rendered.
• The concept Freight Handling Services is explained as it applies to a specific environment.
• The different types of services are explained as they apply to a specific organisation.
• Customer needs in a specific environment are explained in terms of services, legislation and turnover.
• Calculate product costing.
• Calculate product costing based on the extent and nature of service (including special arrangements as per client requirements.
• The process of product and service costing is explained.
• The factors that determine product and service cost are explained.
• The influence of product costing on customer and competitive practise are explained.
• Identify special service arrangements.
• Explain your understanding of what constitutes freight handling services to clients.
• The different service arrangements to render a professional client service are explained as it is applies to a specific environment.
• The ability to integrate and direct various role players in service arrangements is demonstrate as per organisational requirements.
• Calculate costing of service.
• Calculate costing of service and viability of delivering the service to achieve competitive practice, with due consideration of auxiliary services and special client requirements.
• The influence of service costing on customer and competitive practise are explained.
• The service costing is calculated based on nature of services and special arrangements as per customer requirements.
• Control damage and process claims.
• The process of damage control and incidents are explained as per organisational policies.
• The procedures to report damage and process claims are explained as per organisational policies.
• The procedures to deal with claims and referral procedures are explained as per organisational policies.
• Communicate appropriately and effectively to render a professional services in the workforce.
• Communicate appropriately and effectively to enhance customer satisfaction and consequently competitive practise
• Explain and demonstrate effective ways of communication that will enhance customer satisfaction and competitive practise.
• Select the most appropriate communication technology to be used in order to achieve the desired outcome according company policies and procedures.
• Demonstrate effective ways of verbal and written communication in the Logistic Environment.
• Establish and maintaining interpersonal relationships.
• Explain your understanding of what constitutes interpersonal relations.
• Recommend new ways for enhancement of relationships according company procedures.
• Explain requirements for compliance with statutory legislation applicable to company policies and procedures.
• Statutory Legislation refers to but is not limited to: BATHO PELE Principles
  

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Duration

You may begin at anytime and the training should take approximately 4 weeks to complete on a part time basis.

Course Delivery

The course is delivered through the School of Shipping Learning website and allows you to study at your own pace. You may begin and register any time. A Subject Matter Expert and will provide you with academic support through the learning website and a Course Coordinator will also be available on email and telephone to provide you with administrative support.

Assessment and Award of the Certificate

You are not required to write any exams, assessments are completed online. You will need to achieve a mark of at least 60% for each assessment to receive the certification. Should you not gain competency on your first attempt one more resubmission will be allowed at no additional cost.

Entry Requirements

The only entry requirement for this course is a desire to learn and advance your career.

In order to do this course, you will need:

• An email account
• Access to a computer and the internet
• Be able to open and read PDF documents
• Read and write in the English language

The post Business competition and Customer Relations Online short course appeared first on School of Shipping.

Analyse a business and determine the way it functions  

• Typical departments in a business.
• Ways that the departments depend on each other.
• Different types of organisations and distinguish them from each other.
• The reasons why organisations are changing their structures.
• Listing the actual departments in a selected business.
• The difference between the actual departments and typical departments.
• How inter-departmental effectiveness can be improved.
• The relationship between oneself and others in the immediate environment.
  

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The legal environment of a selected industry

• The statutory elements in the structure of an organisation in a selected business sector.
• The structure of an organisation within their own business sector .
• Regulation within your own business sector.
• Being able to Identify legislation that applies to their own business sector
  

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Organisation Ethics                                                                                    

• Describing the code of conduct and ethical issues.
• Adhering to a code of conduct applicable to their sector.
• Identifying and understanding the ethical issues in the organisation.
  

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Provide Customer Service

• Present a positive image to customers.
• Respond to customers in an appropriate manner under varying circumstances.
• Provide additional information and promote products and services.
  

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Identify causes of stress & techniques to manage it in the workplace

• Stress and its role in daily living.
• The different ways in which people react to stress.
• Identifying stressors in the workplace and their relationship to work performance.
• Identifying stressors related to home and the greater environment.
• Investigating techniques to manage stress in the workplace.
  

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Duration

You may begin at anytime and the training should take approximately 4 weeks to complete on a part time basis.

Course Delivery

The course is delivered through the School of Shipping Learning website and allows you to study at your own pace. You may begin and register any time. A Subject Matter Expert and will provide you with academic support through the learning website and a Course Coordinator will also be available on email and telephone to provide you with administrative support.

Assessment and Award of the Certificate

You are not required to write any exams, assessments are completed online. You will need to achieve a mark of at least 60% for each assessment to receive the certification. Should you not gain competency on your first attempt one more resubmission will be allowed at no additional cost.

Entry Requirements

The only entry requirement for this course is a desire to learn and advance your career.

In order to do this course, you will need:

• An email account
• Access to a computer and the internet
• Be able to open and read PDF documents
• Read and write in the English language

The post General Business – Online Short Course appeared first on School of Shipping.