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COURSE INFORMATION:

Aim: The purpose of this award is 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.

Participant Profile: Course is suitable for those who require a formal qualification and skills to work in a customer service role

Duration: 6 days (1 day per week) in a classroom setting. Learners will be required to complete work outside of class time.

Status: Mandatory Minor component

Credit Value: 15 Credits towards 120 credits in various major awards including Management Level 6 award 6M4587

PROGRAMME OUTCOMES:

Some learning outcomes of the component include:

  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 charters, 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 chart for two different types of organisations.

OTHER INFORMATION:

Entry Requirement: Minimum of Level 5 certificate standard of education or management experience. A strong level of spoken and written English required.
Assessment: Skills Demonstration 50% Project 50%
Learners will receive assignment briefs and guidelines on completing these assessments.
Support: A range of accommodations and supports are available according to specific learner needs. One to one and email support available from tutors throughout the course.
Resources: Learners receive a comprehensive resource pack that can be used as a reference during and after the course.
Booking Process & Fee: Booking Form available by email to admin@barrowtraining.ie or online at www.barrowtraining.ie. Discounts available if the course is booked and paid in full online.
Transfer/progression: Successful completion enables the learner to transfer to programmes leading to other certificates where this component is a mandatory or an elective requirement at Level 6.

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