This programme is designed to enable the learner gain a detailed understanding of the customer service function within an organisation and to facilitate the development of effective customer service skills. The programme is suitable for persons already working in a customer services role who would like a recognised qualification to support their practical experience. It is also suitable for persons that are new to the customer services function and have no prior knowledge of the role, who would like to enhance their curriculum vitae and employment options with additional knowledge, skills and qualifications.
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Programme Aims
Learners who successfully complete this module will:
- - Appreciate the importance of the customer to an organisation
- - Understand the role and responsibilities of the front-line representative of an organisation
- - Understand the team work necessary to meet customer needs and expectations
- - Be familiar with relevant legislation
- - Develop a customer oriented quality service consistent with best practice and standards
Programme Content
The programme is delivered in eight units as follows:
- - Unit 1 - Organisations and their Customers
- - Unit 2 - Targeting the Customer
- - Unit 3 - Principles of Customer Service
- - Unit 4 - Customer Contact Skills
- - Unit 5 - Setting and Monitoring Customer Service Standards
- - Unit 6 - Consumer Protection
- - Unit 7 - Specialist Option
- - Unit 8 - Developing a Customer Service Programme for Staff
Programme Duration
This programme comprises a minimum of 110 learning hours, of which 36 hours will be tutor led, delivered over a period of six days or 12 evenings.
Programme Certification
On successful completion of the programme, learners will receive the FETAC Level 6 Minor Award, D30151 – Customer Service.
Learner Assessment
To achieve certification learners will complete one project and two assignments.
Learner Progression
D30151 - Customer Service is a component of:
- - BALBX - FETAC Level 6 Advanced Certificate in Applied Languages and Business
- - BAXXX - Advanced Certificate in Administration
- - BBMSX - Advanced Certificate in Business
- - BITSX - Advanced Certificate in International Teleservices
Learners who successfully complete the programme may use the associated credits towards this award.
Certain Higher Education Institutions reserve a quota of places on specific programmes for applicants who have attained any FETAC Levels 5 or 6 awards. In 2010, a total of 408 such awards were listed on the Central Applications Office website (www.cao.ie).
Certain programmes of higher education identify specific FETAC Modules as part of their entry requirements, e.g. BALBX - FETAC Level 6 Advanced Certificate in Management is required to apply to NUI Maynooth to study for the Honours Bachelors Degree (Level 8) in Business Management.
Entry Requirements
To access the programme, learners should possess a FETAC Level 5 Certificate, Leaving Certificate or equivalent qualifications. Applicants who do not have these formal educational qualifications may apply for access to the programme based on their relevant life and work experience, achievement and learning.
Learner Protection
Programmes delivered by Oyster are of less than three months duration. At this time, therefore, Section 43 of the Qualifications Act (1999) does not apply. Regardless of this, in the event of Oyster ceasing to provide a programme for which fees have been paid, or prematurely ending a programme for which fees have been paid, these fees will be refunded to learners.