Customer Service Skills

Please check out the ETB website to check out the next start date/enrolment of evening classes.
https://www.cmetb.ie/evening-provision/
OR
Please contact eveningcourses@cmetb.ie or call 049 4353904.

FET Campus, Dublin Road, Cavan.

All Level 5 and Level 6 evening courses are free of charge under the Skills to Advance or Skills to Compete initiative.

Description:
This programme module aims 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.

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.

5N0972

Certification: QQI Level 5 Customer Service 5N0972

Evening Provision Team:
Email: eveningcourses@cmetb.ie
Call 087 4054311 or 049 4353904