Customer Service


Advanced Certificate in Customer Service Management 

Successful candidates will be awarded FETAC Level 6 Component Certificate: D30151

Autumn Term (date to be arranged),  7pm – 10pm, 14 weeks

Entry Requirements
FETAC Level 5,  and/or relevant life or work experience

Course Aims and Outline

The course is of interest to owners, managers and supervisors of businesses in retail, hospitality, services and professional practices

who want to implement excellent customer service programmes for business success. 

Candidates will:

–     Learn techniques for finding out what customers want and how to satisfy their expectations.

–     Investigate and analyse customer service policy in an organisation

–     Conduct market research into customer satisfaction levels in a company.

–     Develop a customer services programme for an organisation.

–     Train and develop staff in the whole customer service ethos.

The course is divided into the following units:

  1. Different Organisations and their Customers
  2. Targeting the Customer / Marketing Techniques
  3. Principles of Excellent Customer Service
  4. Customer Contact Skills
  5. Setting and Monitoring Customer Service Standards
  6. Consumer Protection
  7. Specialist Option: Students select a specialised business or organisation and develop strategies to identify and satisfy its customers’ needs.
  8. Develop a Customer Service Programme for Staff. 



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