Customer Service (D20151)
Course Overview
This module has been developed to enable learners to deliver quality customer service in any industry. The focus of the module is on the skills and knowledge required to perform effectively as a representative of an organisation. The module is designed to develop appropriate knowledge and attitudes in order to implement this skill and knowledge. Learners will study material related to customer focus and customer contact skills, consumer legislation, providing a quality service and dealing with customers with different needs.
Course Content
Learners who successfully complete this module will:
- understand the role of customer service within an organisation
- understand the role and responsibilities of a representative of an organisation and work effectively as part of a team
- acquire a range of verbal and non- verbal skills in order to meet customer needs, handle customer complaints and deliver good customer care
- become familiar with consumer protection legislation
- appreciate the rights of all customers regardless of gender, marital status, family status, sexual orientation, religion, age, disability, race or culture.
Assessment
In order to successfully complete the module participants will be required to complete one skills demonstration, one assignment and an exam.
Award
Upon successful completion of the module participants will be awarded a FETAC Level 5 Customer Service.
Entry Requirements
Leaving Certificate or equivalent qualifications and/or relevant life and work experiences.
Duration
12 weeks, 2.5 hours per week