Sylva Institute of Technology delivers TEVETA-aligned, competency-based technical and vocational education at Showgrounds, Republic of Zambia.
Customer Care
Sylvia Institute of Technology
Customer Care
The CC-07 Customer Care programme trains students to deliver exceptional service in any professional setting — from bank counters and hotel front desks to call centres and digital helplines. Grounded in Zambian business culture, each module uses local examples from companies like Zanaco, Airtel Zambia, Zambeef, and ZRA to bring concepts to life.
Programme Objectives
- Understand customer service fundamentals and business value
- Apply active listening and communication skills
- Handle telephone and digital customer service professionally
- Resolve complaints and conflicts effectively
- Build customer loyalty and service recovery strategies
- Use CRM basics and measure customer satisfaction
Career Outcomes
- Customer Service Officer
- Front Desk Agent
- Call Centre Agent
- Client Relations Manager
Key Skills
- Active Listening
- Conflict Resolution
- CRM Basics
- Telephone Etiquette
- Service Recovery
Certification: Sylva Institute Certificate
Entry Requirements: Basic literacy recommended
Programme Structure — 11 Modules
Duration: 3 Months (12 weeks). Tuition: K4,500 + K100 application fee. Award: Sylva Institute Certificate.
Module 1: Fundamentals of Customer Service & Its Business ValueWeek 1
Phase: Foundation | Duration: Week 1
Module 2: Understanding Customer Needs & ExpectationsWeek 2
Module 3: Communication Skills — Listening, Speaking & Non-VerbalWeek 3-4
Module 4: Telephone Etiquette & Digital Customer ServiceWeek 5
Module 5: Handling Complaints & Resolving ConflictsWeek 6
Module 6: Building Customer Loyalty & Long-Term RelationshipsWeek 7
Module 7: Service Recovery Strategies & Service StandardsWeek 8
Module 8: Professional Appearance & Workplace ConductWeek 9
Module 9: Working with Diverse Customer GroupsWeek 10
Module 10: Customer Relationship Management (CRM) BasicsWeek 11
Module 11: Measuring Customer Satisfaction & Using FeedbackWeek 12
References & Resources
- YouTube: What is Customer Service? — https://www.youtube.com/watch?v=1bA6GJDuMKw
- YouTube: Active Listening Skills — https://youtu.be/0nmJW_zExk0
- YouTube: CRM Explained — https://youtu.be/JGwtVbOz528
Sylvia Institute of Technology
CC-07 ProgrammeThe CC-07 Customer Care programme trains students to deliver exceptional service in any professional setting — from bank counters and hotel front desks to call centres and digital helplines. Grounded in Zambian business culture, each module uses local examples from companies like Zanaco, Airtel Zambia, Zambeef, and ZRA to bring concepts to life.
Assessment & Certification
Sylva Institute Certificate
This CC-07 programme follows TEVETA competency-based training (CBT) standards. Assessment includes practical demonstrations, workplace tasks, and module evaluations across 11 modules over 3 Months (12 weeks).
Alignment: TEVETA-aligned