Customer Service
5N0972 Customer Service.
In this classroom-based module, learners will gain in-depth knowledge and understanding of the customer service function and how to develop the necessary skills required for excellent customer service in an organisation.
| 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
Course Delivery Method: Self-Paced/Blended/Classroom.
All delivery methods include access to discussion board, online submission system and Further support is available - academic writing, study skills and Harvard referencing.
Entry Requirements
Is this course for you?
This Business Training Course is suitable for you if you are new to your role in management or supervisory management or if you wish to gain this valuable qualification and find a job in this sector.
Access to the Programme
Mature Applicants with relevant life and work experience are welcomed. The Course Advisor is available to meet with prospective learners to discuss and advise on the course details, career and academic opportunities and assess your suitability for the course.
Entry Criteria
Entry criteria / prerequisites Level 4 Certificate / Leaving Certificate (or equivalent) or relevant life experience detailed in a current Curriculum Vitae. Please provide details and attach a copy of either a current CV or Certificate. Learners must be a resident of Ireland / based in Ireland.
English
As this NFQ level 5 qualification is delivered through English it is necessary learners will have sufficient written English skills to complete this course. Forus Training recommends a minimum English language competency of IELTS 5.5 (or equivalent) for successful completion of this programme. If you are not sure what level of English competency you have, please contact hello@forustraining.ie and a Course Advisor will arrange for you to take an assessment.
IT Skills and Equipment Required
Basic working knowledge of computers and access to a computer with internet access is required to do the course. A PC with Windows 8 or later or a Mac with OSX 10.5 or later.
An internet connection with a speed of at least 10mbps.
The latest version of Chrome, Firefox, Edge or Safari, set to accept cookies and pop-ups.
Adobe Flash and Adobe Reader, to view content.
Word processing software, such as MS Word or Google Docs.
Some courses include video, therefore your computer must be capable of playing video and sound.
* eLearning and tutor support may vary by course, please check each course page for details.
Reasonable Accommodation
To reinforce inclusion for all our learners we offer customised learning support for individual applicants who require accommodations. Additional Requirements Forus Training provide a range of supports for learners to ensure that our programmes and services are accessible to all.
On application for a course with Forus Training please discuss any additional requirements with the Course Advisor at hello@forustraining.ie so that the appropriate supports for teaching, learning and assessment can be considered. It is important that you discuss your needs with centre staff as early as possible.
Careers / Further progression
What are my progression routes?
This course leads to a level 5 award on the National Framework of Qualifications. Students who successfully complete this programme may use their credits towards completing a higher level of study in the area of Business.
Students who successfully complete this Major Award can also use the Certificate as the basis for entry into selected courses in Third Level Colleges and Universities.
Further information
For future start dates please contact the Provider.
€295.
How to apply?
Choose and purchase the programme online (see "Application Weblink" below) below.
Through this programme you will discover how 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.
The course 5N0972 Customer Service is assessed in the following ways, with the following weighting;
Collection of Work 50%
Skills Demonstration 50%.
Collection of Work 50%;
A collection of work is a collection and/or selection of pieces of work produced by the learner over a period of time that demonstrates achievement of a range of learning outcomes. The collection may be self-generated or may be generated in response to a particular brief or tasks/activities devised by the assessor.
Skills Demonstration 50%;
A skills demonstration is used to assess a wide range of practical based learning outcomes including practical skills and knowledge. A skills demonstration will require the learner to complete a task or series of tasks that demonstrate a range of skills.
Grading
Pass 50% - 64%
Merit 65% - 70%
Distinction 80% - 100%
5N0972 - Customer Service
What qualification will I receive?
You will be awarded a certificate 5N0972 Customer Service. QQI is the awarding body. Forus Training is a provider of education and training programmes and we issue certificates to learners who have reached the standard for a QQI award. The certificate you will receive on successful completion is a formal confirmation by QQI that you have demonstrated the knowledge, skill and competence required to achieve the named award. This Programme is validated by QQI and is coded 5N0972 Customer Service . This certificate which will be issued to you by us is an award listed on the NFQ (National Framework of Qualifications). This ensures the certificate is nationally and internationally recognised and has many potential uses; for example, for further / higher education or employment in Ireland or abroad.
Forus Training,
Castle House,
Castle Street,
Mullingar,
Co. Westmeath
N91 Y896.
t: 044 9349400
e: hello@forustraining.ie