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Customer Service (QQI level 6)

374.00 229.00

  • Course Fee: Special Offer price Now only: €229
  • Award: QQI Level 6 component Certificate in Customer Service (6N0697).
  • NFQ Credit Value: 15 Credits.
  • Format: Distance Learning course supported with fully qualified tutors & accredited by QQI.
  • Students can complete this course within 3 months which is ample time and can start it at any time of the year that is convenient. If students need to extend this period for any reason during or near the end of the course they can request an extension through the college.
  • No classes to attend.

 

Course Description

Course Details:

This QQI Level 6 Customer Service programme is designed to enable the learner gain a detailed understanding of the customer service function within an organisation and to facilitate the development of effective customer service skills.The programme is suitable for persons already working in a customer services role who would like a recognised qualification to support their practical experience.

It is also suitable for persons that are new to the customer services function and have no prior knowledge of the role, who would like to enhance their curriculum vitae and employment options with additional knowledge, skills and qualifications.

 

Learners who successfully complete this module will:

  • appreciate the importance of the customer to an organisation
  • understand the role and responsibilities of the frontline representative of an organisation
  • understand the team work necessary to meet customer needs and expectations
  • be familiar with relevant legislation
  • develop a customer oriented quality service consistent with best practice and standards.

This distance learning, QQI accredited course means that Students can study flexibly at home, or at any convenient place and time, and can gain an internationally recognised Qualification.

Students receive a comprehensive Course Manual, Assignments, Efficient Studyguide, and unlimited one-to-one Tutor Support for the course duration. If students require extra time to complete the course they may apply for an extension.

 

Course Details

 

Topics covered include:

  • Organisations and their Customers
  • Targeting the Customer
  • Principles of Customer Service
  • Customer Contact Skills
  • Setting and Monitoring Customer Service Standards
  • Consumer Protection
  • Specialist Option
  • Developing a Customer Service Programme for Staff.

 

Programme Entry Requirements:

  • Level 5 Certificate or equivalent qualification and/or relevant life and work experiences.
  • Learners are expected to be proficient at reading, drafting, preparing and understanding information across a broad range of topics, including quantitative information for a Level 5 award and more complex information for Level 6 award.
  • As this programme is delivered through distance learning, students must be capable of studying on their own initiative.
  • If you take this course by distance learning the course material will be posted to you.  You can complete and return assignments/projects which must be typed rather than handwritten either by post or by email.
  • If you take this course by eLearning you will need basic IT skills and have access to broadband.

 

Assessment:

Portfolio/Collection of Work 50%
Skills Demonstration 50%

 

Portfolio/Collection of Work

Portfolio of Work will be broken down as follows:

  • Key terms of Customer Service.
  • Principles and practice of customer service  150 words.
  • Principles of customer service 150 words.
  • Evaluate how organisational policies and industry-specific quality assurance systems – 150 words.
  • Key elements of consumer legislation in Ireland, similar legislation in another country – 150 words.
  • Formal processes and organisations available to customers 150 words.
  • Two organisational charts  75 words.
  • Market research and data collection methods – 75 words.
  • Measurement customer satisfaction  – 75 words.

 

Skills Demonstration

The internal assessor will devise two briefs that require candidates to produce evidence that demonstrates understanding and application of a range of specific learning outcomes.
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, validated by a Verifier with an independent FETAC External Authenticator to complete the process.

 

Accreditation

  • Following successful completion you will receive a QQI Level 6 component Certificate in Customer Service (6N0697) from QQI.
  • QQI (Quality & Qualifications Ireland) is the national awarding body for further education and training in Ireland. The Open College is registered with QQI to offer programmes leading to QQI awards in the National Framework of Qualifications in Ireland. Click here for details of the National Framework of Qualifications.
  • Click here for more detailed Accreditation information.
  • There is a €85 registration fee payable to include administration, moderation and QQI accreditation.

QQI Distance Learning Courses

Location & Dates

This QQI Customer Service 6N0697 course is completed through Distance Learning Course and there are no lectures to attend.

Students can complete this course within 3 months which is ample time and can start it at any time of the year that is convenient. If students need to extend this period for any reason during or near the end of the course they can request an extension through the college.