Overview


The aim of this qualification is to provide learners with the knowledge required to ensure customer satisfaction with a product or service before, during and after its purchase.

Learners will cover:

  • principles of customer service
  • how customer needs and expectations are formed and how to meet them
  • principles of responding to customers’ problems or complaints
  • practical skills required to deliver effective customer service
  • how to communicate effectively with customers
  • how to improve customer service and develop self
  • interpersonal and team working skills required in the customer service environment
  • legislation which supports the customer service processStructure



Mandatory units                                                Credit                GLH


Delivery of effective customer service                                 6                        50
Supporting the customer service environment                     7                        65
Accreditation


REPs CPD points: 16 Assessment


Entry Requirements

There are no entry requirements for this course but students are expected to have a good working knowledge of English.


Coursework
Course fee: Euro 335
10 lessons of 2 hours each and the rest are guided learning hours in a real work environment.
This course is accredited by CYQ and recognised locally by the NCFHE

Certificate in customer service