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 in-depth 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?

• Customer Service Representatives: Professionals in customer service roles, including telephone support, retail, or remote support, will find this course particularly beneficial. It imparts comprehensive knowledge and skills for handling customer interactions effectively, an essential aspect of customer service roles​​​​.
• Customer Relationship Managers (CRM): The course’s focus on CRM systems and the role of customer service within CRM makes it ideal for CRM managers. These professionals can deepen their understanding of organising and managing customer relationships, crucial for maintaining and enhancing customer loyalty and satisfaction​​.
• Retail Managers: Retail managers, responsible for overseeing customer service in retail settings, will benefit from the course’s insights into customer needs, creating competitive advantage, and retaining customers, which are critical for the success of retail operations​​.
• Call Centre Supervisors: This course is suited for call centre supervisors who manage teams providing telephone support. The content on communication, CRM, and customer service audits will help them in training and supervising their teams more effectively​​​​.
• Business Development Professionals: Those in business development roles will find the course’s focus on understanding and servicing customer needs, acquiring new customers, and increasing value from existing customers relevant. These skills are vital for professionals aiming to expand business through customer-centric strategies​​.

Entry Requirements / Prerequisites

• Leaving Cert or equivalent, and/or relevant Life or Work Experience.
• 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 and an improvement plan.
• Learners must be a resident of Ireland / based in Ireland.
• Candidates must be fluent in English with excellent written English Skills in order to achieve the assessment criteria. Queries on the standard required can be directed to the college.
• As this programme is delivered through distance learning, students must be capable of studying on their own initiative.
• A basic working knowledge of computers in addition to a computer with internet access and word processing software (e.g. Microsoft Word or Google Docs) is required to do the course.
• For technical requirements required to access CMIT eLearning click here>
• For more details on the suitability of this course click here>