Customer Service QQI Level 5

This course is designed for learners who wish to gain an understanding of the value of the customer service discipline and who wish to learn effective customer service within a work, social or voluntary environment, operating independently or as part of a team.

COURSE DESCRIPTION

• Principles of customer service within a range of environments,

• Identify the key features of good customer service, dealing with different kinds
of customers, making a good first impression, meeting customer needs.

• Catering for diversity and disability, understanding and responding to customer perceptions 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.

• Key elements of consumer legislation and the functions of associated regulatory organisations providing customer protection, representation and redress.

• How customer service enhances organisational effectiveness and success, to include practical examples of organisations with good customer care.

• 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 weakness.