Technical Studies Programme. Applied Certificate in Customer Service. Skills. Employer Information
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1 Technical Studies Programme Applied Certificate in Customer Service Skills TO Work Employer Information
2 TECHNICAL STUDIES PROGRAMME For further information please contact your Campus Technical Centre Manager
3 INTRODUCTION Applied Certificate in CUSTOMER SERVICE Welcome to the HCT s Technical Studies Programme in Customer Service - an initiative designed to provide employers with staff who have the practical skills and knowledge needed in a modern working environment. The Technical Studies Programme relies on learning through practical experience - focusing on the specific job-related skills required to effectively perform in a Customer Service entry-level position. The programme also embeds key employability skills so that its graduates have insight into what you as an employer expect of employees in your organizations. The Technical Studies Programme is offered in partnership with the NCFE, which is an internationally renowned awarding body with extensive experience in professional qualifications. Those who study the programme will receive an Applied Certificate from HCT and separate certificates from NCFE in recognition of their achievement. The programme introduces students to core business skills, including IT Skills, Business Fundamentals and Innovation in Business. It also provides students with opportunities to work with their peers on practical projects which link directly to business practices in the workplace. This booklet will provide a valuable overview of the Applied Certificate in Customer Service.
4 ABOUT HCT HISTORY Founded in 1988 with four colleges, by Federal Decree, the Higher Colleges of Technology have grown to be the largest of the higher educational institutions in the UAE, gaining a well-respected reputation for innovative learning. Over 23,000 students attend 16 modern, technology-oriented men's and women's campuses throughout the UAE. HCT offers a wide range of English-taught programmes in the fields of Applied Communications, Business, Computer Information Science, Education & General Studies, Engineering Technology & Science, Foundations, Health Sciences and Arabic & Emirati Studies. These programmes are all relevant to the UAE s fast growing economy and are designed in consultation with business and industry leaders to ensure that HCT students skills are job-relevant and to the highest standards. HCT s institutions are dedicated to providing post-secondary education for UAE nationals that stresses the ideals of productivity, self-determination and excellence, preparing them for professional and technical careers so as to support employers in building a strong and diversified UAE economy. VISION The Higher Colleges of Technology is the leading applied higher education institution in empowering generations to contribute to the shaping of the future of the UAE. MISSION Provide applied higher education to equip generations with knowledge, skills and competencies that meet international standards and the future needs of the UAE industry and society. VALUES Creativity & Innovation Accountability Integrity Excellence Respect Community Spirit Service to Society
5 OUR GRADUATES ARE THE RIGHT FIT FOR YOUR ORGANIZATION THE RIGHT FIT FOR YOUR CUSTOMER SERVICE OPERATIONS
6 APPLIED CERTIFICATE IN CUSTOMER SERVICE The Technical Studies Programme in Customer Service prepares UAE Nationals to take up entry level positions and make a positive contribution from their first day of employment. The programme focuses on preparing young men and women for roles such as Customer Care Representative or Happiness and Positivity Officer. UAE Nationals who graduate with an Applied Certificate in Customer Service are not only job ready, but are the right fit for your organization and the right fit for your Customer Service Operations. This is because the programme is structured around four key pillars designed to ensure that graduates are ready to excel in your organization. PILLAR 1 PILLAR 2 PILLAR 3 PILLAR 4 Practical Application of Theory Customer Service practitioners irrespective of their role need to be able to apply theory in a real working environment. Positive Contributions All employees need to make positive contributions in the work place and constantly strive to improve in their field. Core Business Skills All employees must possess core business skills to be effective in a Customer Service environment. Knowledge of Work Environment All Customer Service practitioners irrespective of their role need to know and understand the environment within which they work and how to put this into practice effectively.
7 PROGRAMME CONTENT BUSINESS SKILLS CUSTOMER SERVICE SKILLS EMPLOYABILITY SKILLS WORK PLACEMENT Workplace Technology Business Fundamentals Relationship Building Business Communication Business English Business Innovation & Growth Delivery of Excellent Customer Service Understanding Your Customers Project Management Understanding mindset Understanding motivation Managing your time Dealing with your first days at work Understanding work principles Converting theory into practice INTERNATIONAL RECOGNITION You can be confident in the skills and knowledge of graduates from the programme, as HCT has partnered with NCFE, an international awarding body, recognized by the qualification regulators in the United Kingdom. In order for a qualification to be recognized as part of one of the UK qualification frameworks it must be awarded by an Awarding Body that is recognized by one of the government-appointed regulatory bodies or be awarded by a body with degree-awarding powers. In undertaking the Technical Studies Programme in Customer Service, every graduate will achieve two qualifications that are recognized within the United Kingdom and which are aligned with QF Emirates Level 4: NCFE Level 3 Diploma in Skills for Business. NCFE Level 2 Award in Employability Skills. Through this partnership HCT is confident that graduates from the programme will add value to your workforce.
8 TECHNICAL STUDIES PROGRAMME GRADUATES Technical Studies Programme graduates make a positive contribution in the workplace from their first working day. Graduates from the Technical Studies Programme in Customer Service have: The employability skills you want to see in an efficient and effective employee Knowledge and experience of Customer Service theory and practice gained from professional practitioners and real work experience The skills to take responsibility for their own continuous professional development, constantly seeking to improve themselves as Customer Service practitioners Successful graduates also undertake courses to help them understand the mindset of their colleagues and those they serve. They are motivated individuals and understand what it takes to be an excellent employee, including how to motivate others, managing their time and coping with the early days of employment. Volunteering Our graduates have demonstrated their commitment to society and are active volunteers who are positive role models for others, taking responsibility for improving society and the environment within which they live, study and work.
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