Customer Service QQI Level 5 Online via Zoom

Online

7 weeks

295

Course Content

Are you interested in studying Customer Service? Forus Training’s Level 5 Customer Service course is starting on February 15th 2024 for €295.

On this 7 week course, 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.

Or start TODAY with our Self Paced option! Click here to register your place.

Throughout this course, you will...

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.

Assessment

The course is assessed in the following ways:

Collection of Work 50%
Skills Demonstration 50%

Why Forus Training?

At Forus Training, we have many different supports available for your learning:

Learners have access to a Learning Management System (LMS). You will be given an account and a full induction on how the course works and how to access all available resources. The LMS includes all session slideshows and related quizzes, and extra course material (where applicable),
We also offer a Learner Pack (optional extra with Self Paced) which includes a letter introducing the trainer, the assessment brief, a learner record document, printed LMS slideshows for reference, and accompanying manual / notes to support further learning,
Live tutorial sessions are held via Zoom. Our trainers are skilled and experienced in making live sessions engaging and interactive. All tutorials are recorded so that you can go back and re-watch which is especially useful when working on assessments,
Other course providers tend to not offer continued support to their learners. Our trainers open numerous doors to our learners. These include opportunities for discussion and feedback, and opportunities to bring up areas that need further assistance or support. They also offer additional education and learning activities, assessment support, opportunities to submit drafts, and meetings before or after class to answer queries that cannot be covered in the session (by appointment).

Click here for more information on studying Customer Service with Forus Training!

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Course Details

College	Forus Training
Course ID	179464
Course Type	Online Learning
Course Qualification	Level 5 Certificate
Awarding Body	QQI
Awarding Body Details	Customer Service
Course Start Date	15th February 2024
Course End Date	11th April 2024
Course Duration	7 weeks
Course Time	The course is accessible online, with a mixture of virtual sessions and self directed learning. Tutor support is provided throughout the course.
Course Fee	295
Entry Requirements	This course is open to anyone interested in doing it provided you fulfil some or one of the following criteria: Have completed the Leaving Certificate, and/or You may also be eligible if you have relevant life and work experience, in this case you may need to speak to the tutor and discuss your previous work experience or furnish the tutor with a CV and work references.
Career Path	This course leads to an award on the National Framework of Qualifications. Students who successfully complete this programme may use their credits towards completing a higher level of study. 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.
Course Code	5N0972

Course Provider

Forus Training

View Phone Number

Forus Training, Castle House, Castle Street, Mullingar, Westmeath, Republic of Ireland. Eircode: N91 Y896

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