Customer Service FETAC Level 6
Duration: 3 days
No. Of Participants: 10 (maximum)
Certification: A FETAC level 6 Certificate will be awarded to each successful participant on this course
Course Objective:
The purpose of the module is to enable the learner gain an in-depth understanding of the customer service function within an organisation and to develop effective customer service skills.
Candidate Requirement:
Leaving Certificate or equivalent qualifications and/or relevant life and work experiences.
Course Content:
Day 1 : Organisations and their Customers & Targeting the Customer
- Identify different types of customers (corporate; individual; external & internal) and their needs
- Differentiate between product and service orientated businesses
- Outline the role of customer service for the various organisation types
- Defining market research and the differences in primary versus secondary data
Day 2 : Principles of Customer Service; Customer Contact Skills & Setting and Monitoring Customer Service Standards
- Understand the underlying principles of customer service and how these principle affect an organisations strategic planning
- Identify customer orientated strategies at operational level in organisations
Day 3 : Consumer Protection & Developing a Customer Service Programme for Staff
- Identify methods of listening to customers and identifying barriers to this
- Identify codes of practice; standards of excellence; quality of service and service excellence
- Identify methods to improve customer service such as teamwork; communication systems etc
Assessment
Project 50%; Two Assignments 50%
