Basic Customer Services Skills (Ticketing and Reservation) Level I

Program Description

The Program is designed to develop the necessary knowledge, skills and attitude of the learners to the standard required by the occupation.  The contents of this program are in line with the occupational standard. Learners who successfully completed the Program will be qualified to work as a Customer service agent   with competencies elaborated in the respective OS. Graduates of the program will have the required qualification to work in the aviation and tourism industry sector in the field of customer service.

The prime objective of this training program is to equip the learners with the identified competences specified in the OS.  Graduates are therefore expected to work in the aviation and tourism sector in accordance with the performance criteria described in the OS.

TVET-Program Learning Outcomes

The expected outputs of this program are the acquisition and implementation of the following modules of competence –

 

EAL BCS1 01 0215         Appling basic customer service

EAL BCS1 02 0215         Participating in basic work place communication

EAL BCS1 03 0215         Carrying out basic workplace calculations

EAL BCS1 04 0215         Following occupational health and safety procedures

EAL BCS1 05 0215         Working effectively with others

EAL BCS1 06 0215         Completing workplace orientation/induction procedures

EAL BCS1 07 0215         Appling accident-emergency procedures

EAL BCS1 08 0215         Developing Understanding of Entrepreneurship

EAL BCS1 09 0215         Demonstrating Work Values       

Duration of the TVET-Program

The Program will have duration of 480 hours including the on-the-job practice or cooperative training time and Civic Education et al

Qualification Level and Certification

Based on the descriptors elaborated on the Ethiopian National TVET Qualification Framework (NTQF) the qualification of this specific TVET Program is “Level I”.

The learner can exit after successfully completing the Modules in one level and will be awarded the equivalent institutional certificate on the level completed. The learner can also exit after completing any one learning module.  However, only certificate of attainment or attendance (this is institutional discretion) will be awarded

Target Groups          

Any citizen who meets the entry requirements and capable of participating in the learning activities is entitled to take part in the Program.

Entry Requirements

The prospective participants of this program are required to possess the requirements or directive of the Ministry of Education.

Mode of Delivery

This TVET-Program is characterized as a formal Program on middle level technical skills. The mode of delivery is co-operative training.  The TVET-institution and identified companies have forged an agreement to co-operate with regard to implementation of this program.  The time spent by the trainees in the industry will give them enough exposure to the actual world of work and enable them to get hands-on experience.

The co-operative approach will be supported with school-based lecture-discussion, simulation and actual practice.  These modalities will be utilized before the trainees are exposed to the industry environment.

Program Description

The Program is designed to develop the necessary knowledge, skills and attitude of the learners to the standard required by the occupation.  The contents of this program are in line with the occupational standard. Learners who successfully completed the Program will be qualified to work as a Customer service agent   with competencies elaborated in the respective OS. Graduates of the program will have the required qualification to work in the aviation and tourism industry sector in the field of customer service.

The prime objective of this training program is to equip the learners with the identified competences specified in the OS.  Graduates are therefore expected to work in the aviation and tourism sector in accordance with the performance criteria described in the OS.

TVET-Program Learning Outcomes

The expected outputs of this program are the acquisition and implementation of the following modules of competence –

 

EAL BCS1 01 0215         Appling basic customer service

EAL BCS1 02 0215         Participating in basic work place communication

EAL BCS1 03 0215         Carrying out basic workplace calculations

EAL BCS1 04 0215         Following occupational health and safety procedures

EAL BCS1 05 0215         Working effectively with others

EAL BCS1 06 0215         Completing workplace orientation/induction procedures

EAL BCS1 07 0215         Appling accident-emergency procedures

EAL BCS1 08 0215         Developing Understanding of Entrepreneurship

EAL BCS1 09 0215         Demonstrating Work Values       

Duration of the TVET-Program

The Program will have duration of 480 hours including the on-the-job practice or cooperative training time and Civic Education et al

Qualification Level and Certification

Based on the descriptors elaborated on the Ethiopian National TVET Qualification Framework (NTQF) the qualification of this specific TVET Program is “Level I”.

The learner can exit after successfully completing the Modules in one level and will be awarded the equivalent institutional certificate on the level completed. The learner can also exit after completing any one learning module.  However, only certificate of attainment or attendance (this is institutional discretion) will be awarded

Target Groups          

Any citizen who meets the entry requirements and capable of participating in the learning activities is entitled to take part in the Program.

Entry Requirements

The prospective participants of this program are required to possess the requirements or directive of the Ministry of Education.

Mode of Delivery

This TVET-Program is characterized as a formal Program on middle level technical skills. The mode of delivery is co-operative training.  The TVET-institution and identified companies have forged an agreement to co-operate with regard to implementation of this program.  The time spent by the trainees in the industry will give them enough exposure to the actual world of work and enable them to get hands-on experience.

The co-operative approach will be supported with school-based lecture-discussion, simulation and actual practice.  These modalities will be utilized before the trainees are exposed to the industry environment.