The Level 6 Advanced Customer Service (6N0697) course is focused on supporting the learner / organisation deliver a quality customer service plan within their vocational area. Coming from a leadership and management stance, it focuses 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. On completion of this course, learners will be able 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 industry specific 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.
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