Small Business Management — Module 3: Customers, Quality & Service

Customers come back to a producer who is the same every time. This module makes you that producer.

Customers, Quality & Service is the third of five modules in Small Business Management: Production, Value Addition and Export, one of Stadira’s two flagship career courses. It is built for people who make, grow or process something in Botswana, or run the services that producers need.

In seven lessons with Prof. Kitso you map who your customers are and the journey they take, write messages and quotations that win orders, set five quality checks a stranger could not argue with, write your service standards, turn a complaint into a loyal customer with the LEARN model, keep the Consumer Protection Act and the Data Protection Act, and measure what customers think with CSAT and NPS.

Every lesson has drawn diagrams, worked numbers in Pula and two practice boxes you can tap. The field tasks: a quality tally on a real batch, a quotation, and a customer survey.

The module ends with a quiz with full explanations and your Quality & Service Standard, marked by your teacher. Pass both to earn your Module 3 certificate.

Built, developed and assessed by qualified teachers. Aligned with HRDC priority skills. Stadira Training Institute, BQA-registered Consultancy, Reg. No. CON501, Gaborone, Botswana.