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 has 10 credit values 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 environments 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 the importance of customer service, the role of communication in the customer service, identifying with the customer service tasks active, ties, and participation in the group or team-based activities.
Customer service is the support that 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 the 4N1989 Customer Service QQI Level 4 assignment activity:-
Importance of the Customer Service for the Development of an Organization
The learners while working in customer service can understand the process and importance of customer service for the 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 to 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 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 seek a personal and human touch to conversation and customer service must use a positive attitude and approach with a cheerful voice to address the queries of the customers.
They must avoid using negative phrases and not interrupt the customers in between while they are speaking. A consistent brand vocabulary 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 they 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 the products and services and taking the orders of the customers. Learners with active participation in the customer service team can easily identify with the activities performed by the different individual roles.
The customer service apart from the selling of products and services shall also answer the queries which are being posed by the customers or can transfer these queries to a different department. They handle the complaints, enter the customer information on a computer database, and arrange 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 a collection of work or portfolio.
Participation in the Group or Team-Based Activities to Acquire a Set of New Skills
Learners can participate in team or group-based activities in customer service which will help them to demonstrate their different skills and acquire new skills in the process of gaining knowledge and experience.
Active participation in team tasks and activities can enhance their communication, customer handling, grievance addressing, and management skills. Learners can get a similar experience in 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 an 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 analyze whether they have achieved their learning outcomes.
The learning assessments need to be undertaken by the learners.
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 need to be consistent with the QQI’s assessment requirements.
Portfolio or Collection of Work – 100%
- A 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 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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