Customer Service
Award Name | Level 6 Component Award (Level 6 NFQ) |
---|---|
NFQ Classification | Minor |
Awarding Body | QQI |
NFQ Level | Level 6 NFQ |
Award Name | NFQ Classification | Awarding Body | NFQ Level |
---|---|---|---|
Level 6 Component Award (Level 6 NFQ) | Minor | QQI | Level 6 NFQ |
Duration
Course Delivery Method: Self-Paced/Blended/Classroom.
All delivery methods include access to discussion board, online submission system and Further support is available - academic writing, study skills and Harvard referencing.
Entry Requirements
Is this course for you?
This Customer Service Course is suitable for you if you are new to your role or if you who wish to gain this valuable qualification and find a job in this sector.
Access to the Programme
Mature Applicants with relevant life and work experience are welcomed. The Course Advisor is available to meet with prospective learners to discuss and advise on the course details, career and academic opportunities and assess your suitability for the course.
Entry Criteria
Entry criteria / prerequisites Level 5 Certificate / Leaving Certificate (or equivalent) or relevant life experience detailed in a current Curriculum Vitae. Please provide details and attach a copy of either a current CV or Certificate. Learners must be a resident of Ireland / based in Ireland.
English
As this NFQ level 6 qualification is delivered through English it is necessary learners will have sufficient written English skills to complete this course. Forus Training recommends a minimum English language competency of IELTS 5.5 (or equivalent) for successful completion of this programme. If you are not sure what level of English competency you have, please contact hello@forustraining.ie and a Course Advisor will arrange for you to take an assessment.
IT Skills and Equipment Required
Basic working knowledge of computers and access to a computer with internet access is required to do the course. A PC with Windows 8 or later or a Mac with OSX 10.5 or later.
An internet connection with a speed of at least 10mbps.
The latest version of Chrome, Firefox, Edge or Safari, set to accept cookies and pop-ups.
Adobe Flash and Adobe Reader, to view content.
Word processing software, such as MS Word or Google Docs.
Some courses include video, therefore your computer must be capable of playing video and sound.
* eLearning and tutor support may vary by course, please check each course page for details.
Careers / Further progression
What are my progression routes?
This course leads to a level 6 award on the National Framework of Qualifications. Students who successfully complete this programme may use their credits towards completing a higher level of study in the area of Business/Management.
Students who successfully complete this Major Award can also use the Certificate as the basis for entry into selected courses in Third Level Colleges and Universities.
Further information
For future start dates please contact the Provider.
€380.
How to apply?
Choose and purchase the programme online (see "Application Weblink" below) below.
6N0697 Customer Service.
In this classroom-based module, learners will gain in-depth knowledge and understanding of the customer service function and how to develop the necessary skills required for excellent customer service in an organisation.
Throughout this programme you will discover how to;
Evaluate the principles and practice of customer service in range of public, private and voluntary environments
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
Evaluate how organisational policies and industryspecific quality assurance systems can enhance customer service, to include customer charters, policies on handling complaints, relevant quality rating systems
Summarise key elements of consumer legislation for an industry-specific area in Ireland, to include a comparative look at similar legislation in another country
Describe the formal processes and associated organizations or bodies available to customers seeking protection, representation and redress
Construct an organisational chart for two different types of organisations, to include identification of personnel with responsibility for customer service
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 organisation
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
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
Design a tool to measure customer satisfaction in an industry-specific area, such as a comment form, survey, questionnaire, focus group
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
Facilitate effective teamwork in customer care, to include evaluation of performance and success
Design a customer service programme for staff, to include operational standards for frontline personnel and delivery of an appropriate oral presentation summarising the programme.
The course 6N0697 Customer Service is assessed in the following ways, with the following weighting;
Portfolio/Collection of Work 50%
Skills Demonstration 50%
Portfolio / Collection of Work
A portfolio or collection of work is a collection and/or selection of pieces of work produced by the learner over a period of time that demonstrates achievement of a range of learning outcomes. The collection may be self-generated or may be generated in response to a particular brief or tasks/activities devised by the assessor.
Skills Demonstration
A skills demonstration is used to assess a wide range of practical based learning outcomes including practical skills and knowledge. A skills demonstration will require the learner to complete a task or series of tasks that demonstrate a range of skills.
Grading
Pass 50% - 64%
Merit 65% - 70%
Distinction 80% - 100%
6N0697 Customer Service
What qualification will I receive?
You will be awarded a certificate 6N0697 Customer Service. QQI is the awarding body. Forus Training is a provider of education and training programmes and we issue certificates to learners who have reached the standard for a QQI award. The certificate you will receive on successful completion is a formal confirmation by QQI that you have demonstrated the knowledge, skill and competence required to achieve the named award. This Programme is validated by QQI and is coded 6N0697 Customer Service. This certificate which will be issued to you by us is an award listed on the NFQ (National Framework of Qualifications). This ensures the certificate is nationally and internationally recognised and has many potential uses; for example, for further / higher education or employment in Ireland or abroad.
Forus Training,
Castle House,
Castle Street,
Mullingar,
Co. Westmeath
N91 Y896.
t: 044 9349400
e: hello@forustraining.ie