Customer Service FETAC Level 5 D20151

Training Aim: To enable the Learner to gain the skills and knowledge required to perform effectively as a representative of an organisation. Objectives: 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. Outline Training Plan: The specific learning outcomes are grouped in 5 units. Unit 1: Customer Focus Unit 2: Customer Contact Skills Unit 3: Quality Service, Policy and Practice Unit 4: Dealing with Difference Unit 5: Consumer Legislation Training Duration: 30 hours approx (depending on Learner's prior knowledge/existing skills). Course Fee: Upon request (discounted group and FÁS/CE participant) Record System Access Database, as approved by FETAC. All results are recorded on our database and comply with the Data Protection Act 1988.Project and Examination. Assessment & Certification: All assessment is devised by the Internal Assessor, with external modification by FETAC. Assessment Briefs: Skills Demonstration: 60% Assignment: 20% Examination (Theory Based): 20% Grading: Pass 50- 64% Merit 65% - 79% Distinction 80-100% Trainer/Instructor/ Workplace: Training Organisation - FAS Approved = 902364. Tutors listed on the NRT - National Register of Trainers. Training Facilities: Lir Business Services & Training Centre, Mullingar, Co. Westmeath or In-company. Training Rooms, Materials, CD-ROMs, On-line Tuition, Approved Course Manuals.