Customer Service

Customer Service– FETAC Level 5 – D20151

Courses recommence in February, 2010.

-

Purpose:

This module has been developed to enable learners to deliver quality customer service in any industry.

The focus of the module is on the skills and knowledge required to perform effectively as a representative of an organisation. The module is designed to develop appropriate knowledge and attitudes in order to implement this skill and knowledge.

This is a mandatory vocational module for the Level 5 Certificate in Tourism. It may also be included as an elective module in a wide range of certificates.

-

General Aims of the programme.

Learners who successfully complete this module will:

understand the role of customer service in organisational 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.

The specific learning outcomes are grouped into 4 units:

1. Customer Focus
2. Customer Contact Skills
3. Quality Service, Policy and Practice
4. Dealing with Difference
5. Consumer Legislation

Portfolio of Assessment

Skills Demonstration 60%

Assignment 20%

Examination (Theory-Based) 20%-

Email: info@bourkecollege.ie for more information.