BACKGROUND

This Three Day Progamme has been designed to equip learners who are involved in Customer Service with a dual focus – ensuring excellence in the service they provide and through excellent service increasing sales, referrals and positive brand impact.

Our trainers will be on hand throughout the programme to offer guidance, support and assistance. Successful attendees will be awarded with a FETAC Minor Award in Customer Service at Level 5.

Entry Requirement: Participants must hold a Leaving Certificate or equivalent Qualification (Level 4) and / or have relevant life and work experience.

PROGRAMME AIMS & OBJECTIVES

AIM:

The programme aims to develop the capabilities of Customer Service Representatives, to that they can understand their role in securing organisational success by reacting positively to customer needs and to handling customer complaints successfully.

OBJECTIVE:

On completion of the programme, participants will be able to:

§         Identifying and Anticipating customer needs and wants

§         Positively influencing Customer Perceptions

§         Effective Customer Service under challenging circumstances

§         Identify provisions that may be needed to satisfy different customers needs

§         Evaluate impact of Customer Service

PROGRAMME CONTENT

Unit 1 – Customer Focus

• External and Internal elements of Customer Service
• Understanding the role of Customer Service staff
• Identification of Customer Needs and Wants
• Presentation of product

Unit 2 – Customer Contact Skills

• Development of specialist and interpersonal skills
• Verbal and Non Verbal Communication
• Key techniques to deal with difficult situations and responding to complaints
• Techniques to cross sell and up sell

Unit 3 – Quality Service

• Quality Service – What is it? And How is it Measured?
• Certification and Standards
• Quality as a competitive advantage

Unit 4 – Dealing with Difference

• Understanding equality legislation associated with discrimination
• Understanding a range of disabilities which can interfere with customers’ access to services

Unit 4 – Consumer Legislation

• Key elements of consumer legislation
• Key Legal Rights under Sales of Goods and Service Acts 1980 & 1983.
• Role of Advertising Standards Authority, Small Claims Court & Director of Consumer Affairs.

PROGRAMME MANUAL

This programme includes a highly comprehensive manual, which continues to be an excellent referencing source after the Programme.

FETAC CERTIFICATION

This course is certified by FETAC (Further Education and Training Awards Council). FETAC gives people the opportunity to gain recognition for learning in training centres, in the workplace and in the community. FETAC Qualifications enable participants to progress both educational and professionally, for further information please view our website:

www.Paramounthr.ie

The FETAC Assessment periods are January, May, August and November. FETAC issue certificates within approximately 2 months of each assessment period.

FETAC ASSESSMENT

Participants who wish to achieve a FETAC Component Certificate must complete One Assignment (20%), an Exam (20%) and a Skills Demonstration (60%).

Assignment

Produce a report, based on an investigation (a customer observation) on customer service skills logging both the customer and the customer service representative’s behaviour over a period of an hour.  This will be provided too you on the first day of the programme. It must be submitted within on Day 2. (20%)

Exam

An exam is conducted on Day 3 that consists for learners being required to answer 2 out of 3 questions over the duration of one hour. (20%)

Skills Demonstration

In one (15 – 20 minute) skills demonstration, learners will have an opportunity to be assessed on a range of customer contact skills. This will be provided too you on the first day of the programme. It must be assessed on Day 2 of the programme. (60%)

GRADING

• Pass 50 - 64%
• Merit 65 - 79%
• Distinction 80 - 100%