Customer Support & Vehicle Operations Executive Apprenticeship Course Syllabus
Course Title
Customer Support & Vehicle Operations Executive Apprenticeship Course
Course Code
CSVO101
Description
This course, under the Apprenticeship Training Scheme (ATS), provides comprehensive training for customer support and vehicle operations executives, focusing on delivering excellent customer service and managing vehicle operations in logistics, transportation, and courier services. Apprentices will gain hands-on experience in handling customer inquiries, resolving complaints, coordinating vehicle schedules, and ensuring operational efficiency, preparing them for roles in logistics and service industries. The course aligns with the National Apprenticeship Promotion Scheme (NAPS) and complies with the Apprentices Act, 1961.
Objectives
- Provide professional customer support through various communication channels, resolving inquiries and complaints effectively.
- Coordinate vehicle operations, including scheduling, maintenance, and logistics, to ensure timely service delivery.
- Maintain accurate records of customer interactions and vehicle operations using CRM and management software.
- Ensure compliance with safety, regulatory, and quality standards in customer service and vehicle operations.
Schedule
The course spans 8 weeks, combining basic training and on-the-job practical training as per ATS guidelines. Each week focuses on specific skills essential for customer support and vehicle operations executives. Below is the detailed breakdown:
Week 1: Introduction to Customer Support and Vehicle Operations
Overview of customer support and vehicle operations roles, workplace safety, and introduction to logistics and transportation systems under ATS.
Week 2: Customer Service Fundamentals
Developing communication, active listening, and conflict resolution skills to handle customer inquiries and complaints professionally.
Week 3: CRM and Documentation
Using Customer Relationship Management (CRM) software (e.g., Salesforce, Zoho) to manage customer interactions and maintain accurate records.
Week 4: Vehicle Operations and Scheduling
Coordinating vehicle schedules, managing driver assignments, and ensuring timely deliveries in logistics and courier operations.
Week 5: Vehicle Maintenance Basics
Understanding routine vehicle checks, coordinating maintenance, and ensuring compliance with safety regulations.
Week 6: Troubleshooting and Problem Solving
Addressing customer issues and operational challenges, such as delivery delays or vehicle breakdowns, with effective solutions.
Week 7: Compliance and Quality Assurance
Ensuring adherence to transport regulations, customer service standards, and conducting quality assurance surveys.
Week 8: Final Project and Assessment
Completion of a comprehensive project combining customer support and vehicle operations tasks, and preparation for the All India Trade Test (AITT) under NCVT.
Assessment Methods
Apprentice performance is evaluated through a combination of practical, theoretical, and participatory components, preparing them for the National Apprenticeship Certificate (NAC):
- Weekly Assignments: 40%
- Midterm Project: 20%
- Final Project: 30%
- Participation and Attendance: 10%
Instructor
Prof. Neha Sharma
Language
Available in: English
Status
Published
Additional Notes
Apprentices must be at least 14 years old and meet the minimum educational qualification (typically 12th grade passed or equivalent, preferably with a commerce or logistics background, as per trade requirements). The course includes basic training (20-25% of the program) and on-the-job training, with a stipend provided as per NAPS guidelines (e.g., Rs. 7700 per month for one-year ITI trade passed apprentices, as per Gazette notification dated 25th September 2019). Successful completion leads to the National Apprenticeship Certificate (NAC) upon passing the All India Trade Test (AITT), recognized for employment in government and private sectors. The training emphasizes customer service excellence and operational efficiency, critical for roles in logistics and transportation, drawing on the need for communication and problem-solving skills as highlighted in customer support executive job descriptions.