Customer Service - 5N0972
Description

To provide you with the knowledge, skill, competence and attitude required to provide excellent customer service and customer satisfaction in the workplace, to manage internal and external communications effectively using the most appropriate channels, ensuring they are timely, coordinated, coherent, customer-focused and reflective of the company vision.


QQI Credits: 15


What will I learn?
  • 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.

  • Classroom-based, face-to-face 'Live Tutor instruction/in a classroom/and online class environment.

  • Workplace learning.

  • Blended learning (hybrid model where a portion of learning is classroom-based and a portion of which is online learning.   

  • During Covid-19 Restrictions all classes are 'Live' Online scheduled weekly classes.

Entry requirements

QQI Level 4 Certificate, or equivalent life/work experience.  A copy of your current Curriculum Vitae or certificate.  It is expected that you will have a range of learning styles, strengths and needs related to the programme and have the capacity to take responsibility for your own learning within the managed classroom and online environment, provided by Lir Business Services & Training Centre.


Learners must reside in Ireland.  This course is delivered through English.  A competency test may be carried out for English language and literacy and/or computer skills to ensure that you have the skills necessary to complete the programme.


The following English language proficiency tests and results are acceptable :

IELTS Indicator Test The minimum score is 6 unless otherwise stated.

TOEFL iBT Special Home Edition The minimum score is 92 unless otherwise stated.

Duolingo English Test The minimum score required is 95 unless stated otherwise.


IT/Computer Skills: sufficient working knowlege of computers.  Learner must have access to a PC with internet access, Windows 8 or later or a Mac with OSX 10.5 or later, a browser with the latest version of Microsoft Edge, Chrome, Firefox or Safari, Adobe Reader to view PDFs.  Your PC must be capable of playing video and audio files.  We provide you with access to Microsoft 365 Office applications (Word, Excel, Powerpoint, Outlook, Teams).

Certification and Assessment

Following successful completion, you will receive a QQI Level 5 component certificate in Customer Service (5N0972) from QQI.


Quality and Qualifications Ireland (QQI) is the national awarding body for further education and training in Ireland.  Lir Business Services & Training Centre Ltd is registered with QQI, as a Private Training Provider,  to offer programmes leading to QQI  awards on the National Framework off Qualifications in Ireland (N.F.Q.) 


Learner Progression: Learners who successfully complete this module may use the associated credits towards a relevant Major Award.


Assessment: Portfolio / Collection of Work 50% and Skills Demonstrations 50%


Grading: Pass 50% - 64%, Merit 65% - 79%, Distinction 80% - 100%

When can I start?

See Lir Course Schedule

Lir Terms and Conditions

Duration

A Blended and Online Course with 'Live' Tutor classes, optional Virtual Office Hours and Tutorials.  2 x Workshops over 5 weeks or 8 x Evening Classes plus self-directed learning with online support.


This Programme comprises of 1 module.  The duration of this module is typically 150 hours.  This is a combination of 50 hours of Directed Learning and 100 hours of Self-directed learning.  The 50 hours of Directed Learning takes place in Classroom Attendance and 'Live' Tutor Online Classes.  Self-directed Learning is learner-led, and it includes self-directed study, through Lir eLearning Hub.  This will entail preparation and reflection time on your part.  There are Virtual Office Hours throughout the week also to give you the opportunity of meeting your Tutor online, if you have any queries.

Course Fee

€250

Payment Options

Course fee: Phone Lir Reception (044) 934 2754 for a quote.. Payment: 1) in full, or 2) flexi-payments, 3) funding, 4) in-company - separate quote You may qualify for funding by contacting your local Intreo/DSP Office.