Customer Services
To equip the learner with the understanding of the value of the customer service discipline as well as knowledge and skills to provide effective customer service within a work, social or voluntary environment, operating independently or as part of a team.
| 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 Tuesday & Thursday 6.30 - 9.30
Entry Requirements
Education: Applicants seeking entry to the programme should have achieved a minimum of a QQI Level 4 Major Award or its equivalent prior to entry to the programme.
Aptitude: Good numerical and communication skills are essential, including verbal and written command of the English language.
Previous Experience: n/a
Further information
Start Date 15/09/2026
End Date 21/11/2026
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 Training Baldoyle
Phone: 018167400
Email: blevening@ddletb.ie