Customer Service

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Network: 
CCMA Ireland Skillnet
Location of Course Nationwide
Methods of Assessment Assessment and Evaluation:
Project 50%
Assignment (2) 50%

Project:
Candidates will be required to develop a customer service programme for a specialised industry, business or organisation and to deliver a service session / presentation on the programme developed.

Assignment 1
Candidates will be required to investigate and analyse customer service policy and practice in an organisation.

Assignment 2
Candidates will be required to select and apply primary market research methods to investigate and analyse the levels of consumer satisfaction in a specific area.

Learning Outcomes On completion of the programme, participants will be able to:
• Targeting Customers
• Principles of Customer Services
• Customer Contact Skills
• Setting and Monitoring Customer Services Standards
• Consumer Protection Legislation
• Specialist Option
• Developing a Customer Service Programme for Staff
Further Enquiries e: training@ccma.ie
t: 01 291 1960
Course Content Programme Overview
This programme is designed to enable the learner to appreciate the importance of the customer to an organisation. To understand the role and responsibilities of the frontline representative of an organisation, to understand the team work necessary to meet customer needs and expectations. It allows for participants to become familiar with relevant legislation and to develop a customer oriented quality service consistent with best practices and standards.

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.

FETAC Code D30151: Customer Service
Course Web Page: 
http://ccma.ie/page.php?s=training&id=245
Available to Job Seekers: 
Yes
Certified: 
Yes