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Learning Outcomes
On successful completion of this training course, delegates should be able to:
- Understand the role of customer service in organizational effectiveness
- Understand the role and responsibilities of a representative of an organisation and work effectively as part of a team
- Acquire a range of verbal and non- verbal skills in order to meet customer needs, handle customer complaints and deliver good customer care
- Become familiar with consumer protection legislation
- Appreciate the rights of all customers regardless of gender, marital status, family status, sexual orientation, religion, age, disability, race or culture.
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Course Programme: Total Contact hours = 24 Hrs Workshop + 6 Hrs Assessment
Unit 1: Customer Focus
Learners will be able to:
- Define the term customer service
- Identify elements of good customer practice
- Give examples of organisations which practise good customer care
- Distinguish between internal and external customers
- Explain how the identification of customer needs benefits organizations
- Identify and anticipate customer needs and wants
- Explain what is meant by customer perceptions
- Give examples of ways in which customer perceptions can be influenced
- Outline the potential consequences of good and bad first impressions on customer behaviour
- Identify the role of customer service in organizational effectiveness
- Identify the role of customer contact staff in an organization
- Identify the skills, qualities and attitudes required to perform effectively when dealing with customers in an organisation.
Unit 2: Customer Contact Skills
Learners will be able to:
- Maintain a positive attitude
- Differentiate between verbal and non-verbal communication
- Use active listening skills
- Demonstrate positive body language
- Recognise negative body language
- Outline the potential impact of organisational presentation on customer perceptions e.g. physical environment, written materials etc
- Outline the potential impact of personal presentation and appearance on customer perceptions
- Outline the potential consequences of positive and negative attitudes of a customer contact person on customer perceptions
- Respond to customer complaints in accordance with the policy of the organization
- Respond to compliments
- Deal with a range of challenging situations e.g. late arrivals, unexpected clients, awkward customers, changing environments etc
- Observe and comment on customer behaviour
- Use appropriate telephone techniques in dealing with a range of situations
- Work effectively as part of a team in providing customer care
- Identify his/her own strengths and weaknesses in dealing with customers.
Unit 3: Quality Service, Policy and Practice
Learners will be able to:
- Explain the term quality service
- Identify the means by which quality service is measured e.g. Q mark, ISO, CE Mark, Hotel Star ratings, entry in the Michelin Guide, and other industry specific indicators
- Outline an organisation’s Customer Care Policy
- Explain the purpose of a Customer Charter as a quality assurance mechanism
- Outline an organisation’s policy for dealing with customer complaints
- Explain the relative advantages and disadvantages of various means of transmitting information e.g. fax, telex, email, radio pagers, mobile phones etc
- Process appropriate records e.g. incoming and outgoing mail, appointment book, orders, invoices, payments etc
- Explain the importance of good presentation in relation to communication with customers (written, face to face, telephone etc).
Unit 4: Dealing with Difference
Learners will be able to:
- Outline current equal status legislation
- Explain the term discrimination
- Describe a range of learning, sensory, physical and intellectual disabilities which can interfere with customers’ access to services
- Identify provisions that may be needed to satisfy different customer’s needs
- Discuss ways of being alert to and avoiding practices and behaviour that would discriminate against an individual on the basis of culture, race, gender, socio-economic circumstance and learning, sensory, physical and intellectual disability
- Identify the benefits to organisations of meeting a broad diversity of customer needs.
Unit 5: Consumer Legislation
Learners will be able to:
- Identify elements of consumer legislation relevant to the vocational area
- Outline the legal rights of the consumer with reference to: the Sale of Goods Act 1980 and Sale of Goods and Supply of Services Act 1983
- Outline the role of the Advertising Standards Authority, Small Claims Court, Director of Consumer Affairs and name a range of organisations and services which provide consumer protection, representation and redress e.g. ombudsman, ombudsman for credit institutions, Bord Fáilte, consumer associations.
Learning Approach
Building on over 40 years combined experience in human resource learning and development, the tutors utilize an experiential learning approach to their programs. This methodology of learning provides an opportunity for learners to engage with, experience and apply the learning in a practical way and also provides the opportunity for learners to receive feedback on their newly applied skills. The opportunity is also provided to learners to reflect on the full learning experience and how this might be of value to them in the achievement of their learning goals.
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Course Accreditation/Assessment
This course is FETAC accredited at Level 5 on the National Framework of Qualifications. The course meets the requirements of FETAC Component Specification D20151, a FETAC Minor Award. Delegates who successfully complete the course and pass all parts of the assessment will receive FETAC certification.
Those delegates wishing to pursue FETAC certification will be required to:
- Complete a brief Exam
- Undertake a Skills Demonstration
- Complete an Assignment after the course. The assignment will be given to the delegates at the end of the course and must be submitted to SQT six weeks following course completion
See Assessment Information for Learners and FETAC Certification Periods for more information on assessment.
The grading of the FETAC award is as follows:
Pass 50-64%
Merit 65-79%
Distinction 80-100%
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Additional Support
To assist and continue with skills development, we facilitate via email a post learning reflective practice utilising skills practice sessions recorded during the course. This assists delegates in embedding new learning, gives further support and enables them to define any further actions required.
This program offers one to one or group coaching as an additional element to further support the delegate and embed the learning process.
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