Customer Service Course (QQI level 6)

This newly updated QQI Level 6 Customer Service course is designed to enable the learner to 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.

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.

Entry Requirements / Prerequisites:

• Level 5 certificate or equivalent in a relevant subject area and/or relevant practical experience (3 years minimum) – Please ask about our requirements surrounding Recognition of Prior Learning (RPL) for entry.
• Mature students (over 23 years) may be exempt from the above prerequisites.
• English Language Requirement: Students entering programmes leading to awards at Level 6 are expected to be able to: fluently read, draft, prepare and understand complex information, including quantitative information, that is personally relevant and reflecting a broad knowledge base. For example, this might include text and other information relating to abstract theoretical ideas, concerns or procedures, such as local planning concerns in relation to broader spatial strategy, political issues in relation to particular agenda, budget plans/ specifications.
• All students will be required to record their oral presentations on video so the tutor can review your presentation style and provide better feedback.
• Learners undertaking this programme must have basic IT skills and access to the necessary equipment to enable them to undertake an online programme: computer, broadband, email, Microsoft, recording equipment necessary for some skills demonstration tasks, and where applicable any other specialised software/equipment.
• As this programme is delivered through distance learning or eLearning, students must be capable of studying on their own initiative.

Assessment:

Portfolio/Collection of Work 50%
Skills Demonstration 50%