Customer Service
Customer Service prepares the learner to provide effective customer service within a work, social or voluntary environment, operating independently while under general supervision.
Course Code
5N0972
Entry Requirements
• Over 18 years old
• Good spoken and written English
• QQI level 4 certificate
• Leaving certificate and/or relevant life and work experience
Qualification
QQI Level 5
Duration
4 days
Assessment
Portfolio / Skills Demonstration
• Participants must have:
– Proof of name and date of birth
– PPS Number
• Cancellation fee:
– 100% price for cancellations made less than 7 days in advance, or in case of no-show
– No fee for cancellations made 7 or more days in advance
Learners will be able to:
1 Examine the principles of customer service within a range of environments
2 Identify the key features of good customer service, to include distinguishing between different kinds of customers, making a good first impression, meeting customer needs, catering for diversity and disability, understanding and responding to customer perceptions
3 Explain the standards or rating system by which customer service is developed and measured in an industry-specific area
4 Identify, for a vocationally-specific area, key elements of consumer legislation and the functions of associated regulatory organisations providing customer protection, representation and redress
5 Explain how customer service enhances organisational effectiveness and success, to include practical examples of organisations with good customer care
6 Describe how customer perceptions can be influenced, to include elements such as the physical environment, printed materials, the personal presentation and conduct of a customer contact person
7 Apply the personal skills, qualities and attitudes required to perform effectively when dealing with customers, to include active listening skills, positive body language and observation of customer behaviour
8 Use appropriate communication technologies to include, telephone, audio visual, conferencing, email and other interactive media in a range of customer service situations
9 Use written and verbal skills to include appropriate style, language and tone
10 Handle a range of correspondence and records providing a service to the customer, to include orders, invoices, payments, and correspondence made both in writing and electronically
11 Respond to customer complaints and compliments in accordance with organisational policy
12 Handle a range of challenging situations, to include late and unexpected arrivals, customer errors, difficult customers, changing environments
13 Demonstrate team or group work in providing customer care, to include allocation of roles and responsibilities, good communication and feedback, awareness of personal strengths and weaknesses when dealing with customers.
Price
€295.00
Funding
Course funding options may be available, depending on eligibility. Contact your local Intreo office or Local Employment services.
Protection for Learners
Glin National College (GNC) offers students learner protection insurance, which ensures that learners of a validated programme of three months or longer leading to a QQI award have an opportunity to complete that programme, or are refunded the money most recently paid if that programme ends before they complete it. Each learner receives a Learner Protection Insurance Policy in their name and we will notify them in writing of any change in information within 14 days of becoming aware of that change.
Complaints Procedure
It is our policy to deal with any expression of dissatisfaction concerning our services or their provision in a fair manner. Complainants should raise their concerns as soon as possible, and where the conduct complained of is violent or criminal in nature, the Gardai will be contacted without delay.
While in no way diminishing the issue or the effects on individuals, an informal approach should be the first course of action as it can often easily resolve matters. If the situation or behaviour continues, the complainant can proceed to making a formal complaint. If a hearing by investigation is required, its results evaluate whether the complaint is valid or invalid, or is malicious, or whether there is insufficient evidence. If a complaint is not resolved to the satisfaction of the complainant, it may be referred again for internal review by Glin National College or in writing to the office of the Chairperson of the Board of Management.
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