Customer Service: QQI Level 5

New Course. Now enrolling for Mondays.

Live Online, 18:30-21:30, from Monday 27 September for 12 weeks. €190* (€140 conc.)

The purpose of this award is to equip the learner with the knowledge, skill and competence to provide effective customer service within a work, social or voluntary environment, operating independently while under general supervision.


Online Classes

EnrolmentNow enrolling for Online classes.
NightsMonday
Times18:30 to 21:30
Duration12 Weeks
StartingMonday, 27 September 2021
LocationOnline
Live video-conferencing on Google Meet, email tutor support, free Google Docs and Microsoft Office Online, study notes and course materials online on Moodle.
How do online classes work?
Price€200.00
*€190.00 with online discount, €140.00 for Social Welfare/PUP, €140.00 for Old Age Pension recipients, €120.00 for current and just graduated Mallow campus day students, FREE on the Training Support Grant.
DeadlineEnrol online here before Monday, 13 September 2021.

Award

QQI 5N0972 Customer Service, Level 5 (part of 5M4468)

Learning Outcomes

  • Examine the principles of customer service within a range of environments.
  • 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.
  • Explain the standards or rating system by which customer service is developed and measured in an industry-specific area.
  • Identify, for a vocationally-specific area, key elements of consumer legislation and the functions of associated regulatory organisations providing customer protection, representation and redress.
  • Explain how customer service enhances organisational effectiveness and success, to include practical examples of organisations with good customer care.
  • 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.
  • 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.
  • Use appropriate communication technologies to include, telephone, audio visual, conferencing, email and other interactive media in a range of customer service situations.
  • Use written and verbal skills to include appropriate style, language and tone.
  • 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.
  • Respond to customer complaints and compliments in accordance with organisational policy.
  • Handle a range of challenging situations, to include late and unexpected arrivals, customer errors, difficult.
    customers, 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.

Official QQI specifications and assessment breakdown: QQI 5N0972 Customer Service, Level 5

Course Requirements

Course Costs

Course costs already include QQI certification.

Grant Funding

Courses can be free for Social Welfare or PUP recipients with the Training Support Grant (up to €1,000 per year).

More Information

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