Q.Q.I. LEVEL 6 - CUSTOMER SERVICE
(Thurs 6.30pm -9.30pm - €400)
INFO
QQI Level 6 Customer Service course is designed to enable the learner to 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.
Learners who successfully complete this module will:
· appreciate the importance of the customer to an organisation
· understand the role and responsibilities of the frontline representative of an organisation
· understand the team work necessary to meet customer needs and expectations
· be familiar with the relevant legislation
· develop a customer-oriented quality service consistent with best practice and standards.
Topics covered include:
· Organisations and their Customers
· Targeting the Customer
· Principles of Customer Service
· Customer Contact Skills
· Setting and Monitoring Customer Service Standards
· Consumer Protection
· Specialist Option
· Developing a Customer Service Programme for Staff.
Assessment:
· Portfolio/Collection of Work 50%
· Skills Demonstration 50%
Portfolio/Collection of Work
Students will be required to complete a total of 4 tasks that will be complied together to make up their Portfolio/Collection of Work report. It will contain the following:
· Defining Key terms of Customer Service.
· Evaluate Principles and practice of customer service.
· Evaluate how organisational policies and industry-specific quality assurance systems
· Key elements of consumer legislation in Ireland, similar legislation in another country.
· Describing the formal processes and organisations available to customers.
· Creating two organisational charts.
· Market research and data collection methods.
· Measuring customer satisfaction.
Skills Demonstration
Students are required to complete a total of 3 skills demonstration tasks as per instructions outlined below.
· Research and produce a written description of a customer service program for staff. Use this research as the basis for what you will discuss in your presentation for task (2).
· Candidates are required to deliver an oral presentation on a customer service program for staff. This should be recorded on video and evidence submitted to the college. The presentation will be at least 15-20 mins duration and you should support your work with at least 15-20 PowerPoint slides.
· Produce evidence of your research and use of technical/ vocational, personal, literary, and written and visual media texts. Include a good mix of text identifying the processes used and include references for same.
There is no exam with this course.
As part of our quality assurance, student assessment work will be marked by an Internal Assessor, validated by a Verifier with an independent QQI External Authenticator to complete the process.
QQI Level 6 Customer Service course is designed to enable the learner to 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.
Learners who successfully complete this module will:
· appreciate the importance of the customer to an organisation
· understand the role and responsibilities of the frontline representative of an organisation
· understand the team work necessary to meet customer needs and expectations
· be familiar with the relevant legislation
· develop a customer-oriented quality service consistent with best practice and standards.
Topics covered include:
· Organisations and their Customers
· Targeting the Customer
· Principles of Customer Service
· Customer Contact Skills
· Setting and Monitoring Customer Service Standards
· Consumer Protection
· Specialist Option
· Developing a Customer Service Programme for Staff.
Assessment:
· Portfolio/Collection of Work 50%
· Skills Demonstration 50%
Portfolio/Collection of Work
Students will be required to complete a total of 4 tasks that will be complied together to make up their Portfolio/Collection of Work report. It will contain the following:
· Defining Key terms of Customer Service.
· Evaluate Principles and practice of customer service.
· Evaluate how organisational policies and industry-specific quality assurance systems
· Key elements of consumer legislation in Ireland, similar legislation in another country.
· Describing the formal processes and organisations available to customers.
· Creating two organisational charts.
· Market research and data collection methods.
· Measuring customer satisfaction.
Skills Demonstration
Students are required to complete a total of 3 skills demonstration tasks as per instructions outlined below.
· Research and produce a written description of a customer service program for staff. Use this research as the basis for what you will discuss in your presentation for task (2).
· Candidates are required to deliver an oral presentation on a customer service program for staff. This should be recorded on video and evidence submitted to the college. The presentation will be at least 15-20 mins duration and you should support your work with at least 15-20 PowerPoint slides.
· Produce evidence of your research and use of technical/ vocational, personal, literary, and written and visual media texts. Include a good mix of text identifying the processes used and include references for same.
There is no exam with this course.
As part of our quality assurance, student assessment work will be marked by an Internal Assessor, validated by a Verifier with an independent QQI External Authenticator to complete the process.
S.N.A. Course
Tuesday 6.30pm - 9.30pm (12 Weeks)
Joanne is a graduate of The University of Limerick, where she studied Leadership for Inclusion. Following eight years as a Special Education Primary Teacher and twelve years managing & teaching in the Early Education Department of a designated disadvantaged primary school, Joanne's current role as an Inclusion Coordinator facilitates the educational needs of children of all ages through Irish government initiatives such as The Access & Inclusion Model, ensuring that children reach their full potential while on their learning journey. While working with the community, Joanne gained an insight into Inclusive Practice, as well as obtaining a BA (hons) in Business Management, a BA (hons) in Early Education and a Postgraduate in Further Education Teaching & Learning. Joanne commenced delivering the QQI level 5 Special Needs Assisting programme here in 2021 and her favourite element is ensuring that learning is a positive experience for everyone.
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Sign Language Derval Lawless |
My name is Derval Lawless and I am the Irish Sign Language course tutor.
I provide Irish Sign Language to many schools and organisations. The course is set up to help you communicate with Deaf and Hard of hearing people in Ireland.
Over the 10 weeks I will cover the following topics - The Alphabet, Greetings, Family, Numbers, Clothes, Hobbies, Food & Drink.
At the end of this 10-week course, you will be able to have a basic conversation with the deaf and hard of hearing in your community. I have been involved with the Deaf community since 2010. I love providing Irish Sign Language Classes and my clients range from 6 months of age to over 70 years of age.
I provide Irish Sign Language to many schools and organisations. The course is set up to help you communicate with Deaf and Hard of hearing people in Ireland.
Over the 10 weeks I will cover the following topics - The Alphabet, Greetings, Family, Numbers, Clothes, Hobbies, Food & Drink.
At the end of this 10-week course, you will be able to have a basic conversation with the deaf and hard of hearing in your community. I have been involved with the Deaf community since 2010. I love providing Irish Sign Language Classes and my clients range from 6 months of age to over 70 years of age.
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QQI Level 5 - Business Administration Skills QQ Level 6 - Purchasing & Procurement QQI Level 6. Henry Sheehan |
The course tutor is Henry Sheehan. Henry is a highly experienced tutor and is currently employed as a Director in a Law firm with responsibility for several support services. He has a wealth of industry experience in Financial Services, Retail, Private Health Care, Public Sector, Telecommunications, Software and the Legal sector and has worked as an associate lecturer and trainer with a number of colleges and professional bodies for the past twenty years.
Henry holds a BBS in Procurement and Supply Chain, is a graduate of Mechanical Engineering and holds a certificate in Training and Development (HETAC Level 6). Has a Level 7 from NQAI in Health and Safety and holds a Level 9 in Education and Training.
He is passionate about his subject matter and is most approachable and uses a wide range of techniques to enhance learner interest.
Henry holds a BBS in Procurement and Supply Chain, is a graduate of Mechanical Engineering and holds a certificate in Training and Development (HETAC Level 6). Has a Level 7 from NQAI in Health and Safety and holds a Level 9 in Education and Training.
He is passionate about his subject matter and is most approachable and uses a wide range of techniques to enhance learner interest.
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The tutor Terry Kelly has been crocheting from a very young age. Terry tutors in Crumlin VEC and has been tutoring crochet in Palmerstown Community school since 2018. She looks forward to welcoming you to her class in September.