This qualification provides learners with the opportunity to gain recognition of their skills in a wide range of customer service duties; e.g. dealing with enquiries, processing information, carrying out handovers, resolving problems; and developing knowledge & skills in more challenging activities.
Level 3
Commercial
35
848
12 months =6 months Foundation Program + 6 months Special Skills Training
Institute of the Motor Industry(UK) - Ministry of Manpower (Oman)
Total 17 Units Take the following:
This is an ESP course designed to meet the specific purposes of trainees serving in the automotive industry. This course adopts a theme based approach where the participants learn all four skills – Listening, Speaking, Reading and Writing and these skills get equal weightage. Four topics - most important and relevant to automotive industry have been selected for this course and the teaching of the four skills centers on them.
The Learner will:
Non-Credited
NCAT............. 100%
Employer....... 0%
Mandatory
174
Classroom
Assignment
2
Letter Grade
Foundation
This unit aims to develop and broaden further candidates understanding of the principles of ICT, to support their study of other units in the Level 2 extended diploma. To promote interest and understanding the use of ICT should be applied to motor vehicle applications wherever possible. Candidates should use computers to develop their understanding of the principles and gain confidence with applications and ICT terminology. The unit will provide a progression route to the Level 3 extended diploma.
The Learner will:
Non-Credited
NCAT............. 100%
Employer....... 0%
Mandatory
48
LAB
Practical Test, Written Exam
2
Letter Grade
Foundation
This unit aims to broaden candidates understanding of mathematics to support their study of other units in the Level 3 extended diploma. To promote interest and understanding calculations should be applied to motor vehicle applications wherever possible. Candidates should solve problems in each topic, both with and without the use of calculators, to develop their understanding of basic principles and gain confidence with mathematical tasks.
The Learner will:
Non-Credited
NCAT............. 100%
Employer....... 0%
Mandatory
96
Classroom
Assignment
2
Letter Grade
Foundation
The unit is designed to make the employee understand the moral benefits and importance of work and its inherent ability to strengthen character
The Learner will:
Non-Credited
NCAT............. 100%
Employer....... 0%
Mandatory
48
Classroom
Test
NA
Letter Grade
Industrial
This unit enables the learner to develop an understanding of routine maintenance and cleaning of the automotive environment, using resources economically and also the health, safety and welfare duties of everyone in the motor vehicle environment. It will provide an appreciation of significant risks in the automotive environment and how to identify and deal with them. Once completed the learner will be able to identify hazards and evaluate and reduce risk.
The Learner will:
10
NCAT.................. 33%
Employer ............ 67%
Mandatory
95
Classroom, Workshop
Practical Test, Written Exam
2
Letter Grade
Industrial
This unit aims to broaden candidates understanding of mathematics to support their study of other units in the Level 3 extended diploma. To promote interest and understanding calculations should be applied to motor vehicle applications wherever possible. Candidates should solve problems in each topic, both with and without the use of calculators, to develop their understanding of basic principles and gain confidence with mathematical tasks.
The Learner will:
Non-Credited
NCAT............. 100%
Employer....... 0%
Mandatory
44
Classroom
Assignment
NA
Letter Grade
Foundation
This unit is about understanding how to provide helpful advice and guidance that achieves a balance between customer and organizational needs. It also involves understanding the reasons for promoting the benefits of products and services.
The Learner will:
3
NCAT................... 50%
Employer ............. 50%
Mandatory
30
Classroom, Workshop
Practical Test, Written Exam
3
Letter Grade
Commercial
This unit is about understanding the general standards of practice required to meet customer expectations and needs in the automotive industry. It covers both external and internal customers, and the factors that limit or constrain service delivery. It covers the contribution individuals can make and the internal and external factors that have a bearing on how to improve service delivery.
The Learner will:
4
NCAT............. 100%
Employer....... 0%
Mandatory
40
Classroom, Workshop
Practical Test, Written Exam
3
Letter Grade
Industrial
This unit is about understanding how to plan, organize and control the customer service operations in the automotive industry. It is envisaged that at this level, the learner will understand the importance of delivering effective customer service and know how to suggest improvements to customer service operations. This requires the learner to understand the importance of careful planning and organization, followed by the close monitoring and control of customer service operations.
The Learner will:
4
NCAT............. 100%
Employer....... 0%
Mandatory
40
Classroom, Workshop
Practical Test, Written Exam
3
Letter Grade
Foundation
This unit is about understanding how to respond to customer queries and resolving problems specific to those working in the Automotive industry. It focuses on the importance of a prompt response and the need to work closely with colleagues to resolve problems and avoid their reoccurrence. It requires the learner to understand when to use their initiative to determine the cause of problems and to investigate ways to resolve commonly occurring problems.
The Learner will:
3
NCAT................... 50%
Employer ............. 50%
Mandatory
30
Classroom, Workshop
Practical Test, Written Exam
3
Letter Grade
Commercial
This unit is about understanding the importance of encouraging continuous improvement in service provision within the Automotive industry by adopting best practice and addressing issues that detract from service excellence. It focuses on the development of workable solutions and the learners’ personal knowledge and skills.
The Learner will:
4
NCAT............. 50%
Employer.......50%
Mandatory
40
Classroom, Workshop
Practical Test, Written Exam
3
Letter Grade
Commercial
This unit is about understanding the general standards of practice required to meet customer expectations and needs within the Automotive industry. It covers both internal and external customers and addresses the issue of recognizing and understanding the importance of working within the limits of authority, the rules of an organization and the law.
The Learner will:
4
NCAT................... 50%
Employer ............. 50%
Mandatory
40
Classroom, Workshop
Practical Test, Written Exam
2
Letter Grade
Commercial
This unit is about understanding the importance for providing a high standard of personalized customer service to customers in the automotive industry. Learners will need to understand how communication with customers should be appropriate to their needs and should be within the boundaries of an individual’s authority. Means of communication will be through telephone, in writing, electronically or face to face.
The Learner will:
4
NCAT................... 50%
Employer ............. 50%
Mandatory
40
Classroom, Workshop
Practical Test, Written Exam
2
Letter Grade
Commercial
This unit is about understanding how to deliver consistent and reliable service to customers in the automotive industry. As well as knowing how to deal with people, the learner needs to understand the importance of working within the boundaries of an organization’s service systems to meet or exceed customer expectations. It includes being aware of how communication skills, company procedures and facilities can be used to deliver an effective and enjoyable experience for your customers
The Learner will:
2
NCAT............. 100%
Employer....... 0%
Mandatory
20
Classroom, Workshop
Practical Test, Written Exam
2
Letter Grade
Industrial
This unit is about understanding how to deliver customer service using various Dealer Management Systems (DMS) in the automotive industry. Whilst not an exhaustive list, typical examples of DMS include Autoline, Autoview, Dragon 2000, Gemini, Kalamazoo and Kerridge. The learner needs to understand how to navigate systems promptly and directly following recommended routes and functionality. In addition, learners need to know how to produce or facilitate the production of standard and bespoke management reports,
The Learner will:
2
NCAT............. 100%
Employer....... 0%
Mandatory
20
Classroom, Workshop
Practical Test, Written Exam
2
Letter Grade
Industrial
This unit is about understanding how to deal with queries, requests and complaints promptly and effectively, within the limits of one’s own authority. The scope of this unit is aimed at those working in the Automotive industry. It also covers how to work with colleagues and management in the process of resolving problems.
The Learner will:
2
NCAT................... 50%
Employer ............. 50%
Mandatory
20
Classroom, Workshop
Practical Test, Written Exam
2
Letter Grade
Commercial
This unit is about understanding how to build long-term relationships and fostering loyalty with customers in the Automotive industry. It also includes why it is important to build trust, so that customers are confident in an organization’s ability to meet their needs consistently.
The Learner will:
3
NCAT............. 50%
Employer.......50%
Mandatory
30
Classroom, Workshop
Practical Test, Written Exam
2
Letter Grade
Commercial
300 OMR monthly
P. O. Box. 1555, PC. 132
Al Khoudh, Sultanate of Oman
Phone : 00968 24260500,
00968 24260573
Fax : 00968 24453272
Email : info@ncat.edu.om
Students Login
