Skills To Advance – Customer Service Level 4 (Skills to Advance)
The aim of this programme is to equip the learner with the knowledge, skill and competence to offer efficient customer service within a work, social or voluntary environment operating with some autonomy while under direction.
Employability Statement
The overall aim of this programme is to offer employees the opportunity to undertake Skills to Advance in an area that will enable them to up-skill and/or retrain.
Start Date: 23-10-2024 Hours/week: 05 Hrs 00 Mins Duration: 5 weeks
N/A
Age Requirements
Applicants must have reached the current statutory school leaving age.
Learning Aptitude
Good numerical and communication skills are essential, including verbal and written command of
the English language.
Previous Experience
N/A
| Module | Award | Body |
|---|---|---|
| Customer Service | Customer Service (4N1989) | QQI |
| Induction (Evenings) | – | – |
1 Explain the principles of customer service
2 Outline the importance of customer service to the development and success of an organisation
3 Distinguish between internal and external customers and their respective needs
4 Outline the role of communications in customer service to include writing and listening skills, appropriate use of language, personal interaction, body language
5 Identify key customer service activities within a work, social or voluntary environment to include handling enquiries, customer charter, complaints procedures
6 Identify the key roles of a range of individuals involved in providing customer service
7 Assume responsibility for dealing with customer complaints in a range of familiar and unfamiliar situations to include knowing how and when to refer complaints to a supervisor or manager when necessary
8 Use with confidence the personal and practical skills required to carry out customer service interactions and responsibilities to include verbal and written skills using a range of technologies
9 Use the procedures, information sources and documentation associated with customer service in a work, voluntary or community environment
10 Provide effective customer service to include consideration of specific customer needs
11 Participate in group or team based activities that contribute to effective customer care.