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Customer Services 6N0697

Course Description

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.

The Benefits to Learners of this Valuable Qualification

  • 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.

The requirements for entry to the Communications Level 6 Minor Award are, Junior/Leaving Certificate standard or equivalent qualifications or QQI Level 4 Certificate and/or relevant life and work experiences.

The following content will be covered in this course:

  • 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.

The assessment process includes a combination of module appropriate assessment procedures which will facilitate the assessment of learning outcomes of this course. These methods will include continuous assessment processes such as:

Assessment Format: Portfolio 50% / Skills Demonstration 75%

Portfolio – A portfolio is usually carried out over an extended period of time. Portfolios may involve research, require investigation of a topic, issue or problem or may involve process such as a design task, a performance or practical activity or production of an artefact or event.

Skills Demonstration – A skills demonstration is used to assess a wide range of practical based learning outcomes including practical skills and knowledge. A skills demonstration will require the learner to complete a task or series of tasks that demonstrate a range of skills.

Grading: Pass 50% – 64% / Merit 65% – 79%/ Distinction 80% – 100%

QQI “ Customer Services Level 6 Minor award
Awarded by – (QQI) Quality & Qualifications Ireland

On successful completion of this Customer Services course, the participant will have achieved one of three modules to complete the Advanced Call Centre Program.


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