Customer Service

Check out the next start/enrolment date for part-time courses via the college website
http://www.gccparttimecourses.ie/

Classes are run subject to minimum enrolment.

€240
• Fee to be paid in full on enrolment.
• Fees will not be refunded after registration.
• Refunds will not be made on evidence post-enrolment.
• Payment made by cheque or money order (cash not accepted).

20% Discount on Tuition Fees for:
Individual in receipt of Job Seekers Allowance, Job Seekers Benefit, Disability Allowance, Invalidity Allowance or Lone Parents Allowance
All full-time GCC Further Education Learners can avail of 20% discount for academic certified QQI Level 5 and Level 6 courses. This discount does not apply to hobbies/interests for full-time GCC Further Education Learners.

Note: Evidence to support the above must be presented at time of enrolment. This documentation must show your current status with your home address and PPS number. A social welfare card is not acceptable, as it does not indicate current status. Refunds will not be made on evidence produced post-registration.

Note: Discounts apply to tuition fees only and not material fees

Proof for the applicable discount must be provided at registration
Proof for a discount will not be accepted once a programme commences. No discounts are available once a programme commences.

Discounts cannot be applied for through the online registration system.
You cannot register online if availing of 20% discount. Please enrol on the evening of the course by coming early or call to the college so your discount is approved and to make payment.

Course Overview

This programme module aims to equip the learner with the relevant knowledge, skill and competence to direct quality customer service within a work, social or voluntary environment, independently and or in a supervisory capacity.

Learners will be able to:
1. Evaluate the principles and practice of customer service in range of public, private and voluntary environments.

2. Explain the principles underpinning customer service in a range of organisations, to include domestic and global organisations, those dealing with internal; external, corporate and individual customers, organisations providing products, and those providing services.

3. Evaluate how organisational policies and industry specific quality assurance systems can enhance customer service, to include customer charter policies on handling complaints, relevant quality rating systems.

4. Summarise key elements of consumer legislation for an industry-specific area in Ireland, to include a comparative look at similar legislation in another country.

5. Describe the formal processes and associated organizations or bodies available to customers seeking protection, representation and redress.

6. Construct an organisational charter for two different types of organisations, to include identification of personnel with responsibility for customer service.

7. Describe how the principles of customer service influence strategic planning in an organisation, to include reference to policies and standard operational procedures for all levels of the organization.

8. Explain how market research can assist development of customer service strategies, to include use of primary and secondary data, different data collection methods, use of market segmentation and observation of customer reaction and behaviour.

9. Use a range of communication skills and technologies to meet the needs of diverse customers, to include a variety of listening methods and strategies to respond to complaints and to resolve any difficulties arising

10. Design a tool to measure customer satisfaction in an industry-specific area, such as a comment form, survey, questionnaire, focus group

11. Manage the needs of customers within a specialised industry or vocational area, to include identification of diverse needs of older people, children, people with a disability, those with requirements based on culture or religion and strategies to meet those needs and to build customer loyalty

12. Facilitate effective teamwork in customer care, to include evaluation of performance and success

13. Design a customer service programme for staff, to include operational standards for frontline personnel and delivery of an appropriate oral presentation summarising the programme.

Business Major Award 6M4985

Certified Business QQI LEVEL 6 Part-Time Course:

can be studied part-time with modules offered each year.
In order to qualify for a major award you need to complete and pass 8 modules specific to the programme. Click on links below for more information.
The modules offered are subject to having a sufficient number of applicants to run the course.
Business QQI Level 6/ Major Award
6M4985 (click on link for more information)

6N0697 - Customer Service

Award -Minor Award Level 6

Assessment Techniques
Portfolio/Collection of work 50%
Skills demonstration 50%

Galway Community College
Wellpark Rd, Galway
091 755464
gcceveningcourses@gretb.ie