QQI Customer Service


Learn the skills, knowledge and competence to providing quality Customer Service

The purpose of this Level 6 award is to equip the learner with the relevant knowledge, skill and competence to direct quality customer service within a work, social or voluntary environment, independently and or in a supervisory capacity.

On course completion learners will be able to:

  1. Evaluate the principles and practice of customer service in range of public, private and voluntary environments
  2. Explain the principles underpinning customer service in a range of organisations, to include domestic and global organisations, those dealing with internal, external, corporate and individual customers, organisations providing products, and those providing services
  3. Evaluate how organisational policies and industry-specific quality assurance systems can enhance customer service, to include customer charters, policies on handling complaints, relevant quality rating systems
  4. Summarise key elements of consumer legislation for an industry specific area in Ireland, to include a comparative look at similar legislation in another country
  5. Describe the formal processes and associated organizations or bodies available to customers seeking protection, representation and redress
  6. Construct an organisational chart for two different types of organisations, to include identification of personnel with responsibility for customer service
  7. Describe how the principles of customer service influence strategic planning in an organisation, to include reference to policies and standard operational procedures for all levels of the organisation
  8. Explain how market research can assist development of customer service strategies, to include use of primary and secondary data, different data collection methods, use of market segmentation and observation of customer reaction and behaviour
  9. Use a range of communication skills and technologies to meet the needs of diverse customers, to include a variety of listening methods and strategies to respond to complaints and to resolve any difficulties arising
  10. Design a tool to measure customer satisfaction in an industry specific area, such as a comment form, survey, questionnaire, focus group
  11. Manage the needs of customers within a specialised industry or vocational area, to include identification of diverse needs of older people, children, people with a disability, those with requirements based on culture or religion and strategies to meet those needs and to build customer loyalty
  12. Facilitate effective teamwork in customer care, to include evaluation of performance and success
  13. Design a customer service programme for staff, to include operational standards for frontline personnel and delivery of an appropriate oral presentation summarising the programme

All learning outcomes must be assessed:

  • Portfolio / Collection of Work 50% – A portfolio or collection of work is a collection and/or selection of pieces of work produced by the learner over a period of time that demonstrates achievement of a range of learning outcomes. The collection may be self-generated or may be generated in response to a particular brief or tasks/activities devised by the assessor.
  • Skills Demonstration 50% – A skills demonstration is used to assess a wide range of practical based learning outcomes including practical skills and knowledge. A skills demonstration will require the learner to complete a task or series of tasks that demonstrate a range of skills.


  • Pass 50% – 64%
  • Merit 65% – 79%
  • Distinction 80% – 100%

Learners attending this programme must meet RPL criteria. Your entry to this course is not guaranteed until The Cpl Institute training team can confirm your RPL eligibility.

If you are unsure of your eligibility contact us on 01 895 5755.

Click on the links below for information on RPL & Exemptions


Achievement of this award will enable the learner to transfer to other appropriate programmes leading to awards at the same level of the National Framework of Qualifications.


QQI Level 6 Customer Service Certificate