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NEW Customer Service (QQI Level 5)/ BP009 (12 Weeks)

Course Overview

QQI Level 5 Minor Award in Customer Service 5N0972
Course Code:
BP009 | WED 19.00-21.30

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

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Programme Description

• 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.
• 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
• 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.

This provision is co-funded by the Irish Government and the European Social Fund as part of the ESF Programme for Employability, Inclusion and Learning 2014 – 2020.