This programme has been aligned to registered unit standards. You will be assessed against the outcomes of the unit standards by completing a knowledge assignment that covers the essential embedded knowledge stipulated in the unit standards. When you are assessed as competent against the unit standards, you will receive a certificate of competence and be awarded 8 credits towards a National Qualification.
The programme methodology includes facilitator presentations, readings, individual activities, group discussions, and skill application exercises.
The credit value is based on the assumption that people starting to learn towards this unit standard are:
At the end of this training session you will be able to Demonstrate appropriate customer care in the context of IT support, according to a Service Level Agreement
This workbook belongs to you. It is designed to serve as a guide for the duration of your training programme. It contains readings, activities, and application aids that will assist you in developing the knowledge and skills stipulated in the specific outcomes and assessment criteria. Follow along in the guide as the facilitator takes you through the material, and feel free to make notes and diagrams that will help you to clarify or retain information. Jot down things that work well or ideas that come from the group. Also, note any points you would like to explore further. Participate actively in the skill practice activities, as they will give you an opportunity to gain insights from other people’s experiences and to practice the skills. Do not forget to share your own experiences so that others can learn from you too.