Customer Service QQI Level 4 & 5

Course Outline

QQI Level 5:  5N0972 Customer Service (5 days)  Full Course Brochure Available Here  

QQI Level 4: 4N1989 Customer Service (4 days) Full Course Brochure Available Here.

Customized Workshops/Bespoke training available

This interactive and practical customer service training course equips participants with the essential skills and confidence needed to deliver exceptional service across all industries. Designed for professionals currently working in customer-facing roles—as well as those seeking employment in service sectors—this course provides real-world techniques to handle challenging customer interactions, improve communication, and enhance customer satisfaction.

Led by industry experts, this training focuses on building professional customer care skills, improving consumer interactions, and strengthening your organisation’s customer service profile.

Who Should Attend?

• Customer service professionals

• Frontline staff in retail, hospitality, healthcare, or public services

• Jobseekers aiming for roles in service-based industries

• Anyone looking to enhance their communication and customer handling skills

What You’ll Learn

By the end of this customer service training course, participants will be able to:

• Identify the key elements of excellent customer service, including making strong first impressions and anticipating customer needs.

• Understand customer perception and its direct impact on business reputation and success.

• Recognise service standards and rating systems used by regulatory bodies in various industries.

• Demonstrate effective communication skills, using the right tone, language, and style in written and verbal interactions.

• Use modern communication technologies to deliver fast, professional customer responses.

• Manage documentation such as invoices, payments, and customer correspondence accurately and efficiently.

• Collaborate as a team to ensure consistent and high-quality customer care delivery.

• Handle challenging customer service scenarios, including complaints, delays, and unexpected issues with professionalism and calm.

• Practice active listening to better understand customer concerns and show empathy.

• Resolve complaints confidently, reducing conflict and turning negative experiences into positive outcomes.

• Maintain strong customer relationships by providing clear, relevant, and timely information.

This course is available in Virtual, Face-to-Face, and Blended Learning formats and can be customised to meet your organisation’s specific customer service training needs.