Examine the principles of customer service within a range of environments.

Facilitate the learner to explore what is customer service and good customer practice.

Examine the underlying principles of customer-oriented organisations.

The role of customer service contact staff in an organization.

How to deal with complaints and how to complain.

Identify the key features of a 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.

Importance of good customer service.

Body language, communication, perception, barriers to effective communication, written communication and other documentation.

Discuss discrimination and its implications on customer service practice.

How to deal with a difference – to assist a customer with sight loss, hearing difficulties, mobility impairments, elderly and child customers, someone who does not speak your language.

Explain the standards of the rating system by which customer service is developed and measured in an industry-specific area.

How is quality service measured.

Discuss Codes of Practice and Standards of Excellence.

Explain TQM and CRM.

Identify, for a vocationally-specific area, key elements of consumer legislation and the functions of associated regulatory organisations providing customer protection, representation and redress.

Discuss consumer legislation such as the Data Protection Act, Sale of Goods and Supply of Services Act, Liability for Defective Products Act, Consumer Credit Act, Consumers’ Association of Ireland, Advertising Standards Authority of Ireland, The Consumer Protection Act, H.S.A.

Useful websites for Consumers.

Calculating the cost of credit – APR

Explain how customer service enhances organizational effectiveness and success, to include practical examples of organisations with good customer care.

Preparing a Customer Care Programme.

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.

Discuss customer perceptions

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

Demonstrate verbal and non-verbal body language in a customer service setting.

Distinguish between active and passive listening.

Use appropriate communication technologies to include, telephone, audio visual, conferencing, email and other interactive media in a range of customer service situations.

Importance of good telephone technique.

Dealing with customer queries and complaints on the telephone.

Dealing with customer queries and complaints using email.

Dealing with customer queries and complaints using social media.

Use written and verbal skills to include appropriate style, language and tone.

Handle a range of correspondence and records providing a service to the customers, to include orders, invoices, payments, and correspondence made both in writing and electronically.

Explore documentation when providing service to customers, including an order, invoice, credit note, payment and remittance advice.

Respond to customer complaints and compliments in accordance with organizational policy.

Examine customer service complaint and compliments, using organizational policy.

Handle a range of challenging situations, to include late and unexpected arrivals, customer errors, difficult customers, changing environments.

Demonstrate ability to deal with late and unexpected arrivals, customer errors, difficult customers, and changing environments.

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

Identify the characteristics of a successful team.

Explore team formation/stages/life cycle

Identify own strengths and weaknesses with regard to customer service.