QQI Level 4 Customer Service 4N1989 Assignment Example Ireland
In this assignment example we shall highlight and discuss the 4N1989 Customer Service QQI Level 4 course programme in Ireland. We shall have an elaborate discussion on learning outcomes after the successful delivery of the course. An assessment tool for evaluating the performance of a learner must be used in the form of a portfolio or collection of work.
This QQI component of the course module have 10 credit value in the (NFQ) National Frameworks of Qualifications. This course module shall enable learners with skills, knowledge and competence to offer efficient customer service within work, social and voluntary environment operating with some autonomy under direction.
Course Title – Customer Service
Award Type – Minor
Code – 4N1989
Level – 4
Credit Value – 10
Learning Outcomes of the 4N1989 Customer Service QQI Level 4 Course
The learning outcomes shall be discussed in elaboration in this assignment activity which shall include importance of customer service, role of communication in the customer service, identifying with the customer service tasks activities and participation in the group or team based activities.
Customer service is the support which is being offered to the customers before and after buying the products and services. They make this complete process an enjoyable experience which helps in retaining the customers and growing the business.
These are the following learning outcomes of 4N1989 Customer Service QQI Level 4 assignment activity :-
Importance of the Customer Service for the Development of an Organization
The learners while working in a customer service can understand the process and importance of the customer service for success and development of the organization. The revenue is being generated in a high amount due to customer service which also brings in good name and reputation to the business.
When the current customers are happy with the services provided to them they share good words of mouth about the organization creating goodwill and customer retention. Customer service work drives the employees in a positive direction to keep them engaged and motivated which strengthens the foundation of the company.
Customer service provides a positive experience to customers which plays an important role in brand awareness and advertising which reduces the overall cost of marketing. A customer service team can prove to be a valuable asset of the business which can promote the development of the organization very rapidly.
Outlining the Communication Role in Customer Service
Learners need to demonstrate their skills of communication and interaction while learning this particular course module which is the most important aspect of a customer care service.
Using of an effective and good interpersonal skills, appropriate and positive language, suitable body language, gestures and empathetic listening skills are the prerequisites of a good service provider.
Customers seeks for a personal and human touch to conversation and a customer service must use a positive attitude and aporoach with a cheerful voice to address the queries of the customers.
They must avoid using negetive phrases and not interrupt the customers in between while they are speaking. A consistent brand vocabulory must be used by the customer service to make this process of communication much more effective. The replies given to the customers must be concise and clear so it can be perceivable by the customers.
Identifying the Customer Service Activities and the Different Roles in a Working Environment
There are many roles and tasks which are being performed by the customer service team and that includes selling of the products and services and taking the orders of the customers. Learners with an active participation in customer service team can easily identify with the activities performed by the different individual roles.
The customer service apart from selling of products and services shall also answer to the queries which are being posed by the customers or can transfer these queries into different department. They handle the complaints, enter the customer information on a computer database and arranges services for the customers.
There are different roles in the customer service team like the customer advisor, customer service manager, Information Technology customer service, service supervisor, customer sales representative, Language customer service representative and Financial customer service.
The learners can present their learning and knowledge in pieces of work demonstrating the range of skills and learning outcomes in the form of collection of work or portfolio.
Participation in the Group or Team Based Activities to Acquire a Set of New Skills
Learners can participate into the team or group based activities in the customer service which will help them to demonstrate their different skills and acquiring new skills in the process of gaining knowledge and experience.
An active participation in the team tasks and activities can enhance their communication, customer handing, grievance addressing, and management skills. Learners can get a similar experience like a customer service training.
Through some effective and fun customer training exercises a set of proper skills can be taught to them. These exercises can be ice breaker, acronyms, good listening training exercises, role playing etc. They can be made a part of the various group building activities to enhance their skills, competence and knowledge.
Assessment Techniques of the 4N1989 Customer Service QQI Level 4 Course
To display the skills, competence, efficiency and knowledge of learners and analyse that whether they have achieved their learning outcomes.
The learning assessments needs to be undertaken by the learners.
The all learning outcomes must be assessed and achieved with the help of a minimum intended module learning outcomes set out in the validated programme.
The assessor devises the various assessment instruments which needs to be in consistent with the QQI’s assessment requirements.
Portfolio or Collection of Work – 100%
- Portfolio or Collection of Work is a collection of work which is in the form of pieces produced by the learner over a certain period of time providing a clear picture of the learning outcomes of the learners. Such collection may be self generated or in response to the range of activities devised by the assessor.
Pass – 50%-64%
Merit – 65%-79%
Distinction – 80%-100%
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The above-written assignment example of Ireland is based on the 4N1989 Customer Service QQI Level 4 Course.
Customer Service Training 5N0972 QQI Level 5, Customer Service 6N0697 QQI Level 6, Customer Care QQI Level 4, Retail Customer Service QQI Level 5students can benefit from reading this assignment activity to gain professional knowledge on writing such assignments.
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