Customer Service

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Network: 
CCMA Ireland Skillnet
FETAC Code D20151: Customer Service
Course Content Programme Overview
This Programme has been designed to equip learners who are involved in Customer Service with a dual focus – ensuring excellence in the service they provide and through excellent service increasing sales, referrals and positive brand impact.

The programme aims to develop the capabilities of Customer Service Representatives, to that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Who is this Course For?
The course is aimed at Customer Service Representatives who deal with customers directly.

The programme aims to develop the capabilities of Customer Service Representatives, so that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes On completion of the programme, participants will be able to:
• Identify and anticipate customer needs and wants
• Positively influencing Customer Perceptions
• Deal with a range of challenging situations
• Implement a quality Customer Care Policy
• Deliver Effective Customer Service under challenging circumstances
• Identify provisions that may be needed to satisfy different customers needs
• Evaluate the impact of Customer Service
Methods of Assessment Assessment and Evaluation:
Assignment (20%)
Exam (20%)
Skills Demonstration (60%)

Assignment
Produce a report, based on an investigation on customer service skills, logging both the customer and the customer service representative’s behaviour, over a period of an hour.

Exam
Conducted on Day 3, consists of learners being required to answer 2 out of 3 questions over one hour.

Skills Demonstration
Learners will have an opportunity to be assessed on a range of customer contact skills.

Location of Course Nationwide
Course Web Page: 
http://ccma.ie/page.php?s=training&id=242
Available to Job Seekers: 
Yes
Certified: 
Yes