Customer Service

To check out the next start date / enrolment date for evening courses please view the college website
https://monaghaninstitute.ie/courses/evening-courses/

or contact eveningcourses@cmetb.ie to register or call 087 4054311 or 049 4353904.

Monaghan Institute, Monaghan Education Campus, Armagh Road, Monaghan

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

https://monaghaninstitute.ie/courses/evening-courses/

The aim of this module is to equip the learner with the relevant knowledge, skill and competence to direct quality customer service within a work, social or voluntary environment, independently and or in a supervisory capacity.

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 charter 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 charter 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 organization.

• 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.

6N0697 Customer Service

Why study for an Evening Qualification?
- Gain a competitive advantage in the workplace by enhancing your knowledge and skills

- Enhance existing qualifications and CV

- Develop both academically and professionally (enhanced skills such as communication, leadership skills, listening skills)

- Personal development and self-actualisation felt when you obtain a recognised national qualification.

- Develop a personal interest

- Adapt to workplace changes

- Flexible learning – courses are delivered on a part time basis

Charlotte Dunne
Community Education Facilitator (Evening Provision)
Cavan Monaghan ETB
Email: eveningcourses@cmetb.ie
Tel: 049 4353904
Mob: 087 4054311