QQI Customer Service


Course Details

This distance learning, QQI accredited course means that Students can study flexibly at home, or at work, and can gain a nationally accredited Qualification.

This comprehensive distance learning course is designed to enable the learner to gain an indepth understanding of the customer service function within an organisation and to develop effective customer service skills. 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 24×7 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 QQI certified course is detailed and easy to read. You will also be able to upload assessments online and receive online feedback from your Tutor. You can use the eLearning system from any computer that has internet access.

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.
Entry Requirements / 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.
  • A basic working knowledge of computers and access to a computer with internet access is required to do the course.
  • Learners must currently be working or have access to work experience where they will be able to implement, evaluate and discuss customer service initiatives with relevant colleagues, customers and management – this is to facilitate the completion of a customer satisfaction survey, facilitation of teamwork and the creation of a presentation relating to the customer service programme developed as part of the assessment requirements for the course.
  • Learners must be a resident of Ireland / based in Ireland.
  • For technical requirements required to access CMIT eLearning click here>
  • For more details on the suitability of this course click here>

How CMIT eLearning Works…

Topics covered in this Course

Unit 1: Introduction to Customer Service

  • What is Customer Service?
  • Organisation Structure
  • History and Development of CRM
  • The role of Customer Service in CRM
  • Benefits of Effective CRM
  • CRM Systems
  • Consumer Protection

Unit 2: The CRM Process

  • Understand Customer Needs
  • Creating Competitive Advantage
  • Targeting Prospects
  • Acquire Customers
  • Servicing and Retaining Customers
  • Increasing Value from Customers

Unit 3: Conducting a Customer Service Audit

  • Key Customer Research Tools
  • Secondary Research Sources
  • Primary Research Sources
  • Data based on Questioning
  • Data based on Observation
  • Customer Service Key Performance Indicators
  • Customer Service SWOT

Unit 4: Improving and Monitoring Customer Service

  • Introduction
  • Set Quality Standards
  • Define the Deliverables
  • Allocate Responsibility
  • Action Plan with Deadlines
  • Monitor the Plan
  • This course is assessed through completion of Portfolio 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 QQI External Authenticator.
Transfer and Progression to Further Studies
  • This course leads to a level 6 component award on the National Framework of Qualifications.
  • Students who successfully complete this programme may use this level 6 component certificate as credit towards QQI Advanced Certificates including: Business (6M4985), Management (6M4587) and Administration (6M5013). For more details contact us.
  • Following successful completion you will receive a QQI Level 6 component certificate in Customer Service (6N0697).
  • Quality and Qualifications Ireland (QQI), is the national awarding body for further education and training in Ireland. CMIT is registered with QQI to offer programmes leading to QQI awards in the National Framework of Qualifications in Ireland.
  • Please note that there is a Eur60 fee payable for administration, moderation and certification.
  • Click here for Accreditation Details
Student Reviews of this Course

Read Reviews (25)
) based on

by Student September 2017 on Sep 18 2017 12:54

I had completed some other courses before with CMIT and found the staff and tutor very helpful.

by Student August 2017 on Aug 17 2017 14:22

I really liked how accessible the course was and it allowed me to work around my own commitments.

by Student June 2017 on Jun 26 2017 12:55

The course was mandated by the company I work for but I had made previous queries to CMIT regarding other courses that had gathered my interest. I am still going to press ahead with this and will be looking to complete a course in project management. Having completed the course through CMIT, I enjoyed the flexibility and support provided by the tutor and staff. This, above all else, cause me to prefer CMIT over other similar institutions.

by Student October 2016 on Oct 19 2016 16:12

The reason why I chose CMIT is because I could do all my college work from home. Plus a great discount attracted me to the college and the course. The reason why I chose CMIT is because I could do all my college work from home. Plus a great discount attracted me to the college and the course. Overall the course was very easy to follow and the tutor is extremely nice and helpful. I really liked the quizes that were available after each study unit.

by Student August 2016 on Aug 10 2016 10:16

I choose CMIT So i could study at a time that suited me and it is QQI accredited.

by Student March 2016 on Mar 21 2016 10:08

I would recommend this course for anyone currently working in customer service.

by Student March 2016 on Mar 1 2016 10:37

The course is broken into 4 easy to understand units, this I found to be very good and referring back in order to answer questions was easier because of the way it is broken down.

by Student November 2015 on Nov 16 2015 10:32

I found it to be very interesting overall, my perception of customer service has changed.

by Student November 2015 on Nov 11 2015 14:02

I am delighted that i chose to study this course and i am hoping to use the course in my career.

by Student November 2015 on Nov 10 2015 11:00

Great course so easy to use and very interesting. I will be looking into doing another for sure.

by Student November 2015 on Nov 3 2015 10:45

My tutor was very helpful with any queries I had and with my feedback about my assignments! the course itself was very interesting.

by Student October 2015 on Oct 23 2015 09:17

The course was interesting and varied. It provided me with the skills I needed to get a new job and it was convenient with being able to do it at home and do it when I wasn't in work, Overall I enjoyed the course. It was interesting and easy to follow. I have since got a new job having completed this course so it played a big part in my getting a new job as a medical secretary.

by Student October 2015 on Oct 13 2015 09:22

It is interesting and educational. I have learned more about how to deal with my customers and the measures to take to satisfy them.

by Student October 2015 on Oct 9 2015 14:01

I would highly recommend this course and CMIT to others.

by Student October 2015 on Oct 8 2015 11:06

It was a very interesting course and I will be recommending it to others.

by Student September 2015 on Sep 29 2015 10:09

I enjoyed this course a lot. I found it very informative and it has helped me a lot in my current role. I would recommend CMIT to others as it is a great choice for those who cannot commit to a full time course or even a part time course. I liked that I could work at my own pace.

by Student September 2015 on Sep 22 2015 15:58

It is an excellent course, with very good materials.

by Student August 2015 on Aug 13 2015 14:50

The course was great it opened my views to customer service a lot, I also learned a lot from it, the tutor was very helpful. It's definitely provided me with better skills and a lot more knowledge towards Customer service. I feel a lot more confident in myself for future Job interviews, Thank you.

by Student June 2015 on Jun 5 2015 09:27

I'm enjoying this course and Ive so far got a better understanding of customer service, I'm feeling a lot more confident with the knowledge, I'm learning from it so far.

by Student February 2015 on Feb 10 2015 15:57

It is very good course. I am happy to improve myself. My tutor was so helpful and understanding. I enjoyed the course.
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