Customer Relations in Operational Units Training

Learning Outcomes

• Apply principles of customer relations to enhance service delivery within an operational unit.
• Analyse customer needs and expectations to tailor service responses effectively.
• Evaluate the impact of customer relations on organisational performance and reputation.
• Demonstrate effective communication techniques to build rapport with customers.
• Implement strategies to resolve customer complaints and manage difficult situations.
• Design a customer service improvement plan for an operational unit.

Target Audience

This course is designed for team leaders, supervisors, and operational staff who interact with customers directly or indirectly. It is ideal for individuals working in service-oriented environments within corporate, retail, or public sector organisations.

Prerequisites

None — open enrollment.

Course Outline

Practicals

Overview

Practicals are essential to apply communication, conflict resolution, and service delivery skills in realistic operational scenarios. Learners will role-play customer interactions, handle complaints, and collaborate in teams to reinforce theoretical concepts.

Practical Activities

• Communication Role-Play — Learners pair up to simulate customer interactions, practising active listening, questioning, and empathy in operational contexts. (5h)
• Complaint Handling Simulation — Learners handle simulated customer complaints using a structured process, including documentation and escalation. (5h)
• Team Collaboration Exercise — Teams work together to coordinate a response to a complex customer request, demonstrating cross-functional communication. (5h)
• Customer Needs Analysis Workshop — Learners analyse case studies to identify customer needs and develop service delivery plans, then present their findings. (5h)

Summatives

Each delegate is assessed continuously throughout the course via daily exercises, scored practical assignments, and a final summative test at the end.

Practical Assignments — 30%

Practical assignments are observed and scored against a rubric during the practical sessions. Each delegate's practical mark is averaged into a single 100% score and contributes 30% to the final total.

Daily Exercises — 20%

Every training day ends with a multiple-choice exercise scored out of 100%. The scores from each daily exercise are averaged across the duration of the course to produce a Daily Average mark, which contributes 20% to the final total.

Final Test — 50%

On the last day a final summative test is written. It is a multiple-choice paper with multiple-answer questions: each question may have more than one correct option, and a single wrong selection on a question marks the entire question wrong — no partial credit. The final test is scored out of 100% and contributes 50% to the overall mark.

Final Total

Component	Out of	Weight
Practical Assignments (rubric-scored)	100%	30%
Daily Average (multiple choice)	100%	20%
Final Test (multi-answer multiple choice)	100%	50%
Final Total	—	100%

All marks are recorded on the AATICD LMS and visible to each learner under their account.

Certificate

How it works

• Certificates are auto-generated on the AATICD LMS as soon as the marks pass the 50% threshold.
• Each certificate is a branded PDF with the delegate's name, the course title, the unit standard ID, NQF level, credits, and the date of issue.
• You can download or print your certificate from your LMS dashboard at any time after issue — there's no reissue fee and no expiry date.
• If you scored under 50% you can sit the final test again at the next scheduled session at no extra cost.

Where to find it

Sign in to the LMS, open your dashboard, and your certificates appear under My Certificates. Each entry has a View / Download button and a print option.

Training Discounts

Group discounts apply automatically — the more delegates you enrol, the greater the saving. Discounts are calculated at 3% per 5 delegates, scaling up to 40% off for 100+ delegates.

Delegates	Discount
5	3% off
10	6% off
15	9% off
20	12% off
25	15% off
30	18% off
50	30% off
75	35% off
100	40% off

3% discount per 5 delegates, up to 40% off for 100+ delegates. Contact us for a custom group quote.