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Customer Sense | Business Sense



Customer Sense

CUSTOMER SENSE | CUSTOMER SENSE DETAILS | CUSTOMER SENSE UNIT STANDARDS | CUSTOMER SENSE REFERENCE
 
SUMMARY

Customer Sense is an unforgettable one day learning experience that energises your people into making your organisation famous for service. Customer sense is all about value and how to maximise the customer's perception of value.


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PROGRAMME DETAILS

Programme Title: Customer Sense

Duration: One day with optional follow-up
NQF level: 4
NQF Credits: 5

Programme Description:

Customer Sense is a proven learning process that fundamentally changes the way employees think of customers and service.

The process focuses on:

  • The entire value chain
  • Emphasises value creation and the elimination of waste
  • Making customer service a collective responsibility
  • Making value flow through improved teamwork and communication

Programme Outcomes:

On completion of this course, learners will be able to:

  • Identify the level of service required to distinguish their organisation from others.
  • Understand the value of the customer in terms of business profitability, growth, referrals and feedback.
  • Recognise that anything that does not create value for the customer is simply creating unnecessary cost.
  • Estimate the strength of their teams' customer knowledge.
  • Estimate their teams' service skills.
  • Estimate their teams' experience in satisfying customers.
  • Understand the basic characteristics and behaviours required to support excellent customer service.
  • Understand what customers want and how they make purchasing decisions.
  • Improve service levels by thinking what their customers would want and expect in certain situations.
  • Understand that service excellence requires excellence throughout the value chain.
  • Realise that we are all essentially providers and receivers of service.
  • Understand that we are all "value players" and collectively responsible for brilliant service.
  • Identify their position in the value chain.
  • Identify how they can improve the level of service they offer within the chain.
  • Identify moments of truth within their organisation.
  • Share and document best practice on how a customer should be dealt with during these moments of truth.
  • Share experiences of what can and has gone wrong in the past.
  • Apply basic problem solving skills to find the root cause of problems.
  • Deal with dissatisfied customers constructively.
  • Identify ways to prevent problems from reoccurring.
  • Document best practice for satisfying customers.

Target Audience:

This programme is intended for a cross section of employees from the value chain.

Entry Requirements:

The following entry requirements apply: Literate and numerate.

Fill in form to request further information


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UNIT STANDARDS

Customer Sense Unit Standards Selection

SAQA ID Title NQF Level Credits
242829 Monitor the level of service to a range of customers 4 5

Customer Sense is a proven learning process that fundamentally changes the way employees think of customers and service.

Please inquire for in-house fee.


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CUSTOMER SENSE REFERENCES

HOLCIM

"I would like to thank you for the momentous, positive impact that Dyna has had on all areas of customer interaction in the Vaal. I cannot recall one single intervention having such a significant constructive effect on both morale and accountability within our working environment.

The results achieved at this specific branch after completion of the workshop indicate that our customer approval rating as measured by independent consultants has leapt up to levels that far exceed our highest expectations.

I am really looking forward to achieving similar results when we go through the same process during the following five sessions. I have no doubt that our potential to offer our customers a 'value added' service will be greatly enhanced once we have shared the Dyna philosophy with my entire compliment.

Thanking you once again."

Alex Hall
General  Manager
HOLCIM Group


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Business Sense

BUSINESS SENSE | BUSINESS SENSE DETAILS | BUSINESS SENSE UNIT STANDARDS | BUSINESS SENSE REFERENCE
 
SUMMARY

Business Sense is an unforgettable one day learning experience that will energise your employees into: 

  • Fighting Waste
  • Improving Quality
  • Reducing Absenteeism
  • Building Team Spirit
  • Understanding how they influence Profit / Loss / Survival

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PROGRAMME DETAILS

Programme Title: Business Sense

Duration: One day experiential learning 
NQF level: 3
NQF Credits: 9

Programme Outcomes:

On completion of this course, learners will be able to:

  • Learn to make business decisions as teams and feel the impact of their decisions on the "bottomline".
  • Experience the importance of managing time - time is money.
  • Work with budgets and business plans.
  • Experience working with and controlling money.
  • Become actively involved in marketing, production and providing world-class service to their customers.
  • Negotiate wages and realise the importance of positive labour relations.
  • Share information and generate creative and innovative ideas.
  • Feel the effects of absenteeism and poor quality on team profitability.
  • Experience real competition and compete on their ability to be profitable.
  • Take responsibility for balancing "books", paying tax and rewarding stakeholders.

Target Audience:

All employees.

Entry Requirements:

This programme is intended for learners with basic literacy and numeracy skills.

Click here to request registration


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UNIT STANDARDS

Business Sense Unit Standards Selection

SAQA ID Title NQF Level Credits
8000 Applying Basic Business Principles 3 9

Business Sense is an unforgettable one day learning experience that will energise your employees into:

  • Fighting Waste
  • Improving Quality
  • Reducing Absenteeism
  • Building Team Spirit
  • Understanding how they influence Profit / Loss / Survival
Please inquire for in-house fee


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BUSINESS SENSE REFERENCES

VOLKSWAGEN

I think that business sense was one of the best programmes we did during our induction.
It was:
Relevant- we were taught the basic principles of business
Interesting- the method of teaching was very interactive
Methodological- we went through all the initial steps of starting a business in a logical manner
Practical - the act of actually making the 'product' (t-shirts and pants) made the implications of business practices such as production, teamwork, absenteeism and quality very real to us.
It was a very fun experience and everyone became quite competitive which is also part of business I should think.

The hands on training was the most entertaining I have had.
Simulation of "reality" by changes in the business environment - strike action needing negotiations, specials offers of suppliers for raw materials etc. all kept it fresh and varied.
Organising the work environment, deciding on which products to manufacture and looking at the expenses vs. profit and stream-lining operations showed direct results - particularly since it all happened in a "competitive environment" with your fellow colleagues.
Its been a while since doing this so considering I can remember these things the training did go well and was a memorable experience

The Business Sense program was highly beneficial because it gave us a practical and realistic view to the operating of a business.
I guess us grads were a bit naive, in the sense that we were have a sugar-coated version of what and how a business is and run.
For a lot us, I think we left with a new found sense of respect, and definitely got bitten by the entrepreneurship bug!!

To me it was one of the best programs of the training period and I believe that it is definitely a course that must stay in the grad program. It was practical and I learned a lot from it. Out of the ± 25 grads that attended only ± 5 of us raised their hands when we were asked if we work on a budget during the month. If you don't have a personal budget, how can you work with the budget of a company...?

I didn't only hear that the amount of different products made versus the time it took to make a product plays a huge role, I experienced it during the coarse while were making pants, shirts & skirts, therefore it was great to actually do practical work.

I enjoyed the business sense program because it refreshed my mind about the basics and the important aspects of being able to run a business. I personally would have liked the program to run over two days because there is a lot more business related issues that Claire and her assistant could have shared with us.

Another aspect that could have been included in the Business sense program was issues that pertain to us as graduates entering the working world such as what a tax return is and how to fill one in, a basic overview of the taxes we will be paying and what they mean. One other issue that would have been interesting would've been a quick run through on the stock market and how the different rates are affected by economical influencers.

I really enjoyed the program because it induced participation from all of the grads and everyone could add their input and theoretical knowledge in the groups we where assigned in.

Libby Barkhuizen
Corporate Trainee Co-ordinator
Talent and Skills Development
Volkswagen of South Africa


Dunlop Tyres International

"I have been in the HR Development field for some 20 years, and have in that time, been associated with, and experienced a proverbial hoard of training courses. In the past two years, I have had the privilege of attending and implementing the BMS 200, CORE and Business Sense programmes to Dunlop Tyres International.

The programmes have more than met the identified needs of the business, and the positive impact has been noted at all levels in the organisation.

We believe the following aspects make the programme successful:
1. The professional and dynamic approach of the Dyna team.
2. Training material is practical and applicable to the needs of business today.
3. Flexibility in that programmes were adjusted, where required, to meet our specific needs.
4. Enthusiasm and method of presentation, which creates the needed environment for learning.
5. Follow up process with delegates and the transportability of the learning and skills acquired into the workplace.
6. The courses meet more than the business needs, in that it successfully incorporate individual growth and development at the right level at the right time.

Thank you for excellent courses and exceptional client service, which we will continue to utilise in the future."

B H Nigrini
Training and Development Manager
Dunlop Tyres International


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