Customer Service
This comprehensive distance learning course is designed to enable the learner to gain an in-depth understanding of the customer service function within an organisation and to develop effective customer service skills.
| Award Name | Level 6 Component Award (Level 6 NFQ) |
|---|---|
| NFQ Classification | Minor |
| Awarding Body | QQI |
| NFQ Level | Level 6 NFQ |
| Award Name | NFQ Classification | Awarding Body | NFQ Level |
|---|---|---|---|
| Level 6 Component Award (Level 6 NFQ) | Minor | QQI | Level 6 NFQ |
Duration
Learners have 12 weeks to complete the course.
Entry Requirements
Entry Requirements / Prerequisites
• Leaving Cert or equivalent, and/or relevant Life or Work Experience.
• Learners must currently be working or have access to work experience where they will be able to implement, evaluate and discuss customer service initiatives with relevant colleagues, customers and management – this is to facilitate the completion of a customer satisfaction survey and an improvement plan.
Learners must be a resident of Ireland / based in Ireland.
• Candidates must be fluent in English with excellent written English Skills in order to achieve the assessment criteria. Queries on the standard required can be directed to the college.
• As this programme is delivered through distance learning, students must be capable of studying on their own initiative.
• A basic working knowledge of computers and access to a computer with internet access is required to do the course.
• For technical requirements required to access CMIT eLearning please see Provider's website
• For more details on the suitability of this course please see Provider's website.
Careers / Further progression
Transfer and Progression to Further Studies
• This course leads to a level 6 component award on the National Framework of Qualifications.
• Students who successfully complete this programme may use this level 6 component certificate as credit towards QQI Advanced Certificates including: Business (6M4985), Management (6M4587) and Administration (6M5013). For more details contact us.
Further information
Start date: Any time and work at your own pace.
€355
Course Details
This distance learning, QQI accredited course means that Students can study flexibly at home, or at work, and can gain a nationally accredited Qualification.
This comprehensive distance learning course is designed to enable the learner to gain an in-depth understanding of the customer service function within an organisation and to develop effective customer service skills. The course is particularly relevant for those who currently work in customer service or wish to work in a customer service role. It is also very suitable for managers and supervisors of customer service teams.
Who should complete this course?
• Customer Service Representatives: Professionals in customer service roles, including telephone support, retail, or remote support, will find this course particularly beneficial. It imparts comprehensive knowledge and skills for handling customer interactions effectively, an essential aspect of customer service roles.
• Customer Relationship Managers (CRM): The course’s focus on CRM systems and the role of customer service within CRM makes it ideal for CRM managers. These professionals can deepen their understanding of organising and managing customer relationships, crucial for maintaining and enhancing customer loyalty and satisfaction.
• Retail Managers: Retail managers, responsible for overseeing customer service in retail settings, will benefit from the course’s insights into customer needs, creating competitive advantage, and retaining customers, which are critical for the success of retail operations.
• Call Centre Supervisors: This course is suited for call centre supervisors who manage teams providing telephone support. The content on communication, CRM, and customer service audits will help them in training and supervising their teams more effectively.
• Business Development Professionals: Those in business development roles will find the course’s focus on understanding and servicing customer needs, acquiring new customers, and increasing value from existing customers relevant. These skills are vital for professionals aiming to expand business through customer-centric strategies.
Topics covered in this Course.
Unit 1: Introduction to Customer Service
• What is customer service?
• Organisation structure
• History and development of CRM
• Role of customer service in CRM
• Organisational benefits of CRM
• CRM systems
• Consumer protection
• Quality schemes
Unit 2: The CRM Process
• Understand Customer Needs
• Creating Competitive Advantage
• Targeting Prospects
• Acquire Customers
• Servicing and Retaining Customers
• Increasing Value from Customers
Unit 3: Conducting a Customer Service Audit
• Key customer research tools
• Secondary research sources
• Primary research sources
• Data based on questioning
• Data based on observation
• Key performance indicators (KPIs)
• Customer service SWOT
Unit 4: Improving and Monitoring Customer Service
• Introduction
• Set performance standards
• Define the deliverables
• Action plan with deadlines
• Delegate responsibility
• Monitor results
• This course is assessed through completion of Portfolio and a Project.
• All work submitted must be your own work. There is no exam with this course.
• As part of our quality assurance, student assessment work will be marked by an Internal Assessor, then checked by an Internal Verifier and an independent QQI External Authenticator.
6N0697 - Customer Service
Tel: 01 286 5783
Email: info@cmit.ie