This Customer Service 5N0972 QQI Level 5 minor award is focused on supporting the learner/organisation deliver quality customer service within their vocational area. Coming from a leadership and management stance, it concentrates on understanding customer focus from and internal and external point of view. Areas covered include the research and assessment of customer satisfaction and an understanding of the relevant legislation, complaints procedures and development activities relevant for a customer service supervisor across a wide range of settings.
OVERVIEW
REQUIREMENTS
- Individuals who have an interest in people and especially the highly important area of customer service/excellence and may wish to pursue it as a career
- Individuals and teams involved in the delivery of customer service in organisations
- People who wish to gain a formal qualification in customer service
- Managers and team leaders who wish to develop a customer service programme
CONTENT
INDICATIVE CONTENT
Some of the topics in this course include:
- Principles and features of customer service and Focus
- Customer Contact Skills
- Documentation, Communications and Quality in Customer Service
- Legislation and Discrimination concerning Customer Service
CERTIFICATION
QQI Level 5 – Customer Service (5N0697)
ASSESSMENT
- Portfolio/Collection of Work – 50%
- Skills Demonstration – 50%
METHOD OF DELIVERY/DURATION
- Three options – Classroom, Blended and In-house.
- Delivered over 120 hours (including independent study and assessment).
- Delivered over 5 days/8 mornings
COST
€250 per course. There are reductions for doing 2 or more courses to reach the full major award or integration of modules
PROGRESSION
Upon successful completion of this programme, the learner will possess the relevant knowledge, skills and competences to gain employment in a customer service setting. Mapped onto the NQF at level 5, you may use this module as a minor award towards gaining a full major award in many different Level 5 programmes. MIDAS Learning use this module as one of the optional modules for the Major Award in Business Administration (5M2468). This Certificate will enable you to progress to other programmes at level 6 or higher including colleges and higher education providers. Contact our coaching department for help with an individual progression plan.