Customer Services
On completion of this programme learners will have the knowledge, skills and competencies to work independently and under supervision providing administration services and support in a range of office administration contexts. Learners also have the option to progress to higher education and training.
| Award Name | Level 5 Component Award (Level 5 NFQ) |
|---|---|
| NFQ Classification | Minor |
| Awarding Body | QQI |
| NFQ Level | Level 5 NFQ |
| Award Name | NFQ Classification | Awarding Body | NFQ Level |
|---|---|---|---|
| Level 5 Component Award (Level 5 NFQ) | Minor | QQI | Level 5 NFQ |
Duration
10 Weeks Monday & Wednesday 6.30 - 9.30
Entry Requirements
CERFL proficiency at B2 is required for access to this course for those whose first language is not English.
Education: NFQ Level 4 or equivalent when accessing a Level 5 programme. CERFL proficiency at B2 for access to Level 5 courses for those whose first language is not English Mature learner entry requirements available via the local ETB pathway Additional requirements may apply to non-EU/EEA Applicants and may be subject to full international fees (Please refer to Information for International Learners) *Each provider may have additional requirements, not outlined above.
Aptitude: Applicants must have a motivation to learn, an interest in the subject and the ability to acquire the knowledge, skills and competencies set out in the course.
Previous Experience: Applicants must be able to demonstrate a moderate range of knowledge, skills and competencies relevant to the course, be able to work with responsibility and demonstrate the ability to work on their own initiative.
Further information
Start Date 14/09/2026
End Date 23/11/2026
At the end of the course learners will be able to:
Examine the principles of customer service within a range of environments
Identify the key features of good customer service, to include distinguishing between different kinds of customers, making a good first impression, meeting customer needs, catering for diversity and disability, understanding and responding to customer perceptions
Explain the standards or rating system by which customer service is developed and measured in an industry-specific area
Identify, for a vocationally-specific area, key elements of consumer legislation and the functions of associated regulatory organisations providing customer protection, representation and redress
Explain how customer service enhances organisational effectiveness and success, to include practical examples of organisations with good customer care
Describe how customer perceptions can be influenced, to include elements such as the physical environment, printed materials, the personal presentation and conduct of a customer contact person
Apply the personal skills, qualities and attitudes required to perform effectively when dealing with customers, to include active listening skills, positive body language and observation of customer behaviour
Use appropriate communication technologies to include, telephone, audio visual, conferencing, email and other interactive media in a range of customer service situations
Use written and verbal skills to include appropriate style, language and tone
Handle a range of correspondence and records providing a service to the customer, to include orders, invoices, payments, and correspondence made both in writing and electronically
Respond to customer complaints and compliments in accordance with organisational policy
Handle a range of challenging situations, to include late and unexpected arrivals, customer errors, difficult customers, changing environments
Demonstrate team or group work in providing customer care, to include allocation of roles and
responsibilities, good communication and feedback, awareness of personal strengths and weaknesses when dealing with customers.
Customer Service (5N0972)
Customer Service (5N0972)
Evening Course Recruitment
Phone: 01 4275400
Email: taevening@ddletb.ie