Customer Service 5N0972

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.

• 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.