Start Date: 8th November, 2019. Time: 10:00am - 1:00pm Duration:20 weeks. QQI Level 4 Certified Course.
Learners will be able to:
1 Explain the principles of customer service 2 Outline the importance of customer service to the development and success of an organisation 3 Distinguish between internal and external customers and their respective needs 4 Outline the role of communications in customer service to include writing and listening skills, appropriate use of language, personal interaction, body language 5 Identify key customer service activities within a work, social or voluntary environment to include handling enquiries, customer charter, complaints procedures
6. Identify the key roles of a range of individuals involved in providing customer service 7 Assume responsibility for dealing with customer complaints in a range of familiar and unfamiliar situations to include knowing how and when to refer complaints to a supervisor or manager when necessary 8 Use with confidence the personal and practical skills required to carry out customer service interactions and responsibilities to include verbal and written skills using a range of technologies 9 Use the procedures, information sources and documentation associated with customer service in a work, voluntary or community environment 10 Provide effective customer service to include consideration of specific customer needs 11 Participate in group or team based activities that contribute to effective customer care.