Courses

Courses for : ''
Placeholder

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.

Reviews

There are no reviews yet.

Be the first to review “Customer Services 6N0697”