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Updated
26 August, 2010
Course Details
Unit 1: Organisations and their Customers
Unit 2: Organisations and their Customers
Unit 3: Targeting the Customer
Unit 4: Principles of Customer Service
Unit 5: Customer Contact Skills
Unit 6: Setting and Monitoring Customer Service Standards
Unit 7: Consumer Protection
Unit 8: Developing a Customer Service Programme for Staff
Who should complete this course?
Prerequisites
Assessment
Progression to Further Studies
Accreditation
| Certificate in Customer Service |  |
|---|
- Course Fee: EUR495
- FETAC Level 6 Certificate in Customer Service
- Distance Learning course with Tutor Support accredited by: FETAC
- Students have 6 months to work at their own pace, and can start at any time of year.
- Click here to Enrol for this course online now
- Click here to Request a Prospectus
Course Details
This comprehensive distance learning course is designed to enable the learner gain an indepth understanding of the customer service function within an organisation and to develop effective customer service skills.
This distance learning, FETAC accredited course means that learners can study flexibly at home, or at work, and gain a nationally accredited Qualification. The course is particularly relevant for those who currently work in customer service or wish to work in a customer service role. It is also very suitable for managers and supervisors of customer service teams.
By choosing to study this course with CMIT, Students have 24x7 access to CMIT eLearning for the duration of the course. This includes a comprehensive Course Manual, Video, Quizzes and personalised Tutor Support. The course documentation for this FETAC certified course is detailed and easy to read. You will also be able to upload assignments online and receive online feedback from your Tutor. You can use the eLearning system from any computer that has internet access.
Click here for an overview of CMIT eLearning
This distance learning, FETAC accredited course means that learners can study flexibly at home, or at work, and gain a nationally accredited Qualification. The course is particularly relevant for those who currently work in customer service or wish to work in a customer service role. It is also very suitable for managers and supervisors of customer service teams.
By choosing to study this course with CMIT, Students have 24x7 access to CMIT eLearning for the duration of the course. This includes a comprehensive Course Manual, Video, Quizzes and personalised Tutor Support. The course documentation for this FETAC certified course is detailed and easy to read. You will also be able to upload assignments online and receive online feedback from your Tutor. You can use the eLearning system from any computer that has internet access.
Click here for an overview of CMIT eLearning
Topics Covered in this Course
Unit 1: Organisations and their Customers
- Customer Types
- Understanding customer needs
- The role of customer service
- Responsibilities in customer service
Unit 2: Organisations and their Customers
- Customer Types
- Understanding customer needs
- The role of customer service
- Responsibilities in customer service
Unit 3: Targeting the Customer
- Market Research
- Market Segmentation
Unit 4: Principles of Customer Service
- The customer oriented organisation
- Strategic Planning
Unit 5: Customer Contact Skills
- Listening Skills
- Handling difficult customers
- Communication Skills
- Dealing with disability
Unit 6: Setting and Monitoring Customer Service Standards
- Codes of Practice
- Standards of Excellence
- Quality Service
- Quality Schemes
- Quality Measurement
Unit 7: Consumer Protection
- Consumer Legislation
- Legal Protections
- Customer Protection Organisations
Unit 8: Developing a Customer Service Programme for Staff
- Delivering Training
- Presentation Aids
- Delivering a Customer Service Session
- Presentation Skills
Who should complete this course?
- Anyone who works in customer service role including telephone support, retail, or remote support.
- Anyone who wishes to gain an accredited qualification in customer service.
- People who wish to gain a professional, accredited qualification in customer service by home study distance learning.
Prerequisites
- Level 5 Certificate or equivalent qualification and/or relevant life and work experiences.
- As this programme is delivered through distance learning, students must be capable of studying on their own initiative.
- Basic working knowledge of computers is required to do the course.
Assessment
- This course is assessed through completion of Assignments and a Project.
- All work submitted must be your own work. There is no exam with this course.
- As part of our quality assurance, student assessment work will be marked by an Internal Assessor, then checked by an Internal Verifier and an independent FETAC External Authenticator.
Progression to Further Studies
- This course leads to a level 6 award on the National Framework of Qualifications.
- Students who successfully complete this programme may use this Level 6 credit towards the FETAC Advanced Certificate in Administration (Ref. BAXXX).
Accreditation
- Following successful completion you will receive a FETAC Level 6 Certificate in Customer Service (D30151).
- The Further Education and Training Awards Council (FETAC) is the national awarding body for further education and training in Ireland. CMIT is registered with FETAC to offer programmes leading to FETAC awards in the National Framework of Qualifications in Ireland.
- Please note that there is a EUR60 fee payable for administration, moderation and certification.
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