Customer Service Course - QQI Level 6.

QQI Level 6 Customer Service course is designed to enable the learner to 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.

It is also suitable for persons that are new to the customer services function and have no prior knowledge of the role, who would like to enhance their curriculum vitae and employment options with additional knowledge, skills and qualifications.

Learners who successfully complete this module will:

· 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 the relevant legislation

· develop a customer-oriented quality service consistent with best practice and standards.

Topics covered include:

· 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.

Assessment:

· Portfolio/Collection of Work 50%

· Skills Demonstration 50%

Portfolio/Collection of Work

Students will be required to complete a total of 4 tasks that will be complied together to make up their Portfolio/Collection of Work report. It will contain the following:

· Defining Key terms of Customer Service.

· Evaluate Principles and practice of customer service.

· Evaluate how organisational policies and industry-specific quality assurance systems

· Key elements of consumer legislation in Ireland, similar legislation in another country.

· Describing the formal processes and organisations available to customers.

· Creating two organisational charts.

· Market research and data collection methods.

· Measuring customer satisfaction.

Skills Demonstration

Students are required to complete a total of 3 skills demonstration tasks as per instructions outlined below.

· Research and produce a written description of a customer service program for staff. Use this research as the basis for what you will discuss in your presentation for task (2).

· Candidates are required to deliver an oral presentation on a customer service program for staff. This should be recorded on video and evidence submitted to the college. The presentation will be at least 15-20 mins duration and you should support your work with at least 15-20 PowerPoint slides.

· Produce evidence of your research and use of technical/ vocational, personal, literary, and written and visual media texts. Include a good mix of text identifying the processes used and include references for same.

There is no exam with this course.

As part of our quality assurance, student assessment work will be marked by an Internal Assessor, validated by a Verifier with an independent QQI External Authenticator to complete the process