NR Customer Service L5
Objectives of the Programme Module
To enable the learner to explore the role of customer service in organisational
effectiveness
To facilitate the learner to explore the role and responsibilities of a representative of an
organisation and work effectively as part of a team
To enable the learner to acquire a range of verbal and non-verbal skills in order to meet
customer needs, handle customer complaints and deliver good customer care
To create an awareness of consumer protection legislation, appreciate the rights of all
customers regardless of gender, marital status, family status, sexual orientation, religion,
age, disability, race or culture
To assist the learner to develop the academic and vocational language, literacy and
numeracy skills related to Customer Service through the medium of the indicative content
To enable the learner to take responsibility for his/her own learning.
Target Award
QQI Business Administration – 5M2468
Start Date: 09-01-2025 Hours/week: 03 Hrs 30 Mins Duration: 20 weeks
NFQ Level 4 or equivalent when accessing a Level 5 programme.
CERFL proficiency at B2 for access to Level 5 courses for those whose first language is not English
Mature learner entry requirements available via the local ETB pathway
Additional requirements may apply to non-EU/EEA Applicants and may be subject to full international fees (Please refer to Information for International Learners)
*Each provider may have additional requirements, not outlined above.
Age Requirements
Minimum statutory school leaving age (16+)
Learning Aptitude
Applicants must have a motivation to learn, an interest in the subject and the ability to acquire the knowledge, skills and competencies set out in the course.
Previous Experience
Applicants must be able to demonstrate a moderate range of knowledge, skills and competencies relevant to the course, be able to work with responsibility and demonstrate the ability to work on their own initiative.
| Module | Award | Body |
|---|---|---|
| Customer Service Level 5 | Customer Service (5N0972) | QQI |
1. Examine the principles of customer service within a range of environments
2. Identify the key features of good customer service, to include distinguishing between
different kinds of customers, making a good first impression, meeting customer needs,
catering for diversity and disability, understanding and responding to customer perceptions
3. Explain the standards or rating system by which customer service is developed and
measured in an industry-specific area
4. Identify, for a vocationally-specific area, key elements of consumer legislation and the
functions of associated regulatory organisations providing customer protection,
representation and redress
5. Explain how customer service enhances organisational effectiveness and success, to include
practical examples of organisations with good customer care
6. Describe how customer perceptions can be influenced, to include elements such as the
physical environment, printed materials, the personal presentation and conduct of a
customer contact person
7. Apply the personal skills, qualities and attitudes required to perform effectively when
dealing with customers, to include active listening skills, positive body language and
observation of customer behaviour
8. Use appropriate communication technologies to include telephone, audio visual,
conferencing, email and other interactive media in a range of customer service situations
9. Use written and verbal skills to include appropriate style, language and tone
10. Handle a range of correspondence and records providing a service to the customer, to
include orders, invoices, payments, and correspondence made both in writing and
electronically
11. Respond to customer complaints and compliments in accordance with organisational policy
12. Handle a range of challenging situations, to include late and unexpected arrivals, customer
errors, difficult customers, changing environments
13. Demonstrate team or group work in providing customer care, to include allocation of roles
and responsibilities, good communication and feedback, awareness of personal strengths
and weaknesses when dealing with customers