This comprehensive distance learning course is designed to enable the learner to gain an indepth understanding of the customer service function within an organisation and to develop effective customer service skills.
This distance learning, QQI accredited course means that learners can study flexibly at home, or at work, and gain a nationally accredited Qualification. 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.
Topics Covered in this Course
Unit 1: Introduction to Customer Service
What is Customer Service?
History and Development of CRM
The role of Customer Service in CRM
Benefits of Effective CRM
Unit 2: The CRM Process
Understand Customer Needs
Creating Competitive Advantage
Servicing and Retaining Customers
Increasing Value from Customers
Unit 3: Conducting a Customer Service Audit
Key Customer Research Tools
Secondary Research Sources
Primary Research Sources
Data based on Questioning
Data based on Observation
Customer Service Key Performance Indicators
Customer Service SWOT
Unit 4: Improving and Monitoring Customer Service
Set Quality Standards
Define the Deliverables
Action Plan with Deadlines
Monitor the Plan
Who should complete this course?
Anyone who works in customer service role including telephone support, retail, or remote support.
Anyone who wishes to gain an accredited qualification in customer service.
People who wish to gain a professional, accredited qualification in customer service by home study distance learning.
Entry Requirements / Prerequisites
Level 5 Certificate or equivalent qualification and/or relevant life and work experiences.
As this programme is delivered through distance learning, students must be capable of studying on their own initiative.
A basic working knowledge of computers and access to a computer with internet access is required to do the course.
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, facilitation of teamwork and the creation of a presentation relating to the customer service programme developed as part of the assessment requirements for the course.
This course is assessed through completion of Portfolio and a Project.
All work submitted must be your own work. There is no exam with this course.
As part of our quality assurance, student assessment work will be marked by an Internal Assessor, then checked by an Internal Verifier and an independent QQI External Authenticator.
Transfer and Progression to Further Studies
This course leads to a level 6 component award on the National Framework of Qualifications.
Students who successfully complete this programme may use this level 6 component certificate as credit towards QQI Advanced Certificates including: Business (6M4985), Management (6M4587) and Administration (6M5013). For more details contact us.
Following successful completion you will receive a QQI Level 6 component certificate in Customer Service (6N0697).
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