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Description
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Course Name - Customer Service 6N0697
Award -Minor Award Level 6
Course Overview
This programme module aims to equip the learner with the relevant knowledge, skill and
competence to direct quality customer service within a work, social or voluntary environment,
independently and or in a supervisory capacity.
Learners will be able to:
1. Evaluate the principles and practice of customer service in range of public, private and voluntary
environments.
2. Explain the principles underpinning customer service in a range of organisations, to include domestic and
global organisations, those dealing with internal; external, corporate and individual customers,
organisations providing products, and those providing services.
3. Evaluate how organisational policies and industry specific quality assurance systems can enhance
customer service, to include customer charter policies on handling complaints, relevant quality rating
systems.
4. Summarise key elements of consumer legislation for an industry-specific area in Ireland, to include a
comparative look at similar legislation in another country.
5. Describe the formal processes and associated organizations or bodies available to customers seeking
protection, representation and redress.
6. Construct an organisational charter for two different types of organisations, to include identification of
personnel with responsibility for customer service.
7. Describe how the principles of customer service influence strategic planning in an organisation, to
include reference to policies and standard operational procedures for all levels of the organization.
8. Explain how market research can assist development of customer service strategies, to include use
of primary and secondary data, different data collection methods, use of market segmentation and
observation of customer reaction and behaviour.
9. Use a range of communication skills and technologies to meet the needs of diverse customers, to
include a variety of listening methods and strategies to respond to complaints and to resolve any
difficulties arising
10. Design a tool to measure customer satisfaction in an industry-specific area, such as a comment
form, survey, questionnaire, focus group
11. Manage the needs of customers within a specialised industry or vocational area, to include
identification of diverse needs of older people, children, people with a disability, those with
requirements based on culture or religion and strategies to meet those needs and to build customer
loyalty
12. Facilitate effective teamwork in customer care, to include evaluation of performance and
success
13. Design a customer service programme for staff, to include operational standards for frontline
personnel and delivery of an appropriate oral presentation summarising the programme.
Assessment Techniques
Portfolio/Collection of work 50%
Skills demonstration 50%
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