Duration: 4 Days

Purpose

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

The focus of the course is on the skills and knowledge required to perform effectively as a representative of an organisation.

The course is designed to develop appropriate knowledge and attitudes in order to implement this skill and knowledge.

General Aims

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 material for this course is grouped into 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

We are confident that these training programmes, along with continued up-skilling of employees and the further development to our Joint Union Management Partnership Model will secure jobs and contribute to our operating profitably here at Letterkenny into the future.

Sean McDermott, the General Manager of Kirchhoff Ireland