Customer Service (QQI level 6)

Course details

This programme is designed to enable the learner gain a detailed understanding of the customer service function within an organisation and to facilitate the development of effective customer service skills.The programme is suitable for persons already working in a customer services role who would like a recognised qualification to support their practical experience.

It is also suitable for persons that are new to the customer services function and have no prior knowledge of the role, who would like to enhance their curriculum vitae and employment options with additional knowledge, skills and qualifications.

Learners who successfully complete this module will:

• appreciate the importance of the customer to an organisation
• understand the role and responsibilities of the frontline representative of an organisation
• understand the team work necessary to meet customer needs and expectations
• be familiar with relevant legislation
• develop a customer oriented quality service consistent with best practice and standards.

This distance learning, FETAC accredited course means that Students can study flexibly at home, or at any convenient place and time, and can gain an internationally recognised Qualification.

Students receive a comprehensive Course Manual, Assignments, Efficient Studyguide, and unlimited one-to-one Tutor Support for the course duration. If students require extra time to complete the course they may apply for an extension.

Topics covered include:

• Organisations and their Customers
• Targeting the Customer
• Principles of Customer Service
• Customer Contact Skills
• Setting and Monitoring Customer Service Standards
• Consumer Protection
• Specialist Option
• Developing a Customer Service Programme for Staff.

Programme Entry Requirements:

• Level 5 Certificate or equivalent qualification and/or relevant life and work experiences.
• Learners are expected to be proficient at reading, drafting, preparing and understanding information across a broad range of topics, including quantitative information for a Level 5 award and more complex information for Level 6 award.
• As this programme is delivered through distance learning, students must be capable of studying on their own initiative.
• If you take this course by distance learning the course material will be posted to you. You can complete and return assignments/projects which must be typed rather than handwritten either by post or by email.
• If you take this course by eLearning you will need basic IT skills and have access to broadband.