Customer Service 5N0972 'Live' Tutor Online Classes
This is a standalone QQI Certified module, or part of the 5M2468 Business Administration or 5M1997 Office Administration Major Award.
Course Summary
An excellent course to give you the knowledge, skill, competence and attitude required to provide excellent customer service and customer satisfaction in the workplace. An important part of this course is your ability to manage internal and external communications effectively using the most appropriate channels, ensuring they are timely, co-ordinated, coherent, customer focused and reflective of the company vision.
Course Content
📘 Welcome! Your Journey into Exceptional Customer Service -
Discover how this course will shape your skills, confidence, and future in customer service excellence.
💡 Unit 1 – The Power of Great Service: Core Principles That Matter - Explore what makes service unforgettable and why your role is vital in s
🔍 Unit 2 – What Makes Service Stand Out? Key Features Explained -
Unpack the must-have elements that create consistent, high-quality customer service.
⭐ Unit 3 – Ratings, Reviews & Reputation: Understanding Service Standards - Learn how standards, ratings and feedback shape customer trust—and your organisation’s success.
⚖️ Unit 4 – Know Your Rights: Customer Protection and Consumer Law -
Get to grips with key legislation that protects both customers and service providers.
📊 Unit 5 – Are You Making an Impact? Measuring Service Success -
How to measure effectiveness and continuously improve the service you deliver.
🧠 Unit 6 – How Customers Really Feel: Perceptions and Expectations -
Step into your customer’s shoes to better understand and exceed their expectations.
💼 Unit 7 – You at Your Best: Qualities, Skills and Positive Attitudes -
Boost your personal impact by developing the attitude and skills of a true customer service pro.
💻 Unit 8 – Tech Talk: Using Communication Tools in Service Delivery -
Explore digital tools and technologies that help streamline and enhance customer communications.
🗣️ Unit 9 – Speak, Smile and Show It: Mastering Verbal and Non-Verbal Skills
Master the subtle (and not-so-subtle) ways you communicate through words, tone, and body language.
✉️ Unit 10 – Writing It Right: Professional Emails, Records and Messages -
Learn how to craft clear, polite, and professional written communication every time.
🙋♀️ Unit 11 – Turning Complaints into Compliments: Smart Resolution Skills -
Transform difficult moments into opportunities to impress with smart problem-solving strategies.
🔥 Unit 12 – Staying Cool Under Pressure: Handling Difficult Situations -
Build confidence in managing challenges calmly, and with emotional intelligence.
🤝 Unit 13 – Better Together: Winning with Teamwork in Customer Service -
See how strong teamwork behind the scenes leads to exceptional service on the front line.
📁 Unit 14 – Your Customer Service Journey: Portfolio of Work Document -
your learning journey with real-world tasks that reflect your new skills and insights.
🎯 Unit 15 – Show What You Know: Skills Demonstration & Real-Life Scenarios - Step into real-life customer scenarios to showcase your confidence, communication, and service skills.
Why 'Live' Tutor-led Online Classes are a Game-Changer
Do you learn best with structure, real-time interaction, and guidance as you go? Our Live Tutor-Led Online Classes give you all the benefits of classroom learning — without leaving your home.
This isn’t just another Zoom call. It’s dynamic, engaging, and human-centred learning, designed to build your confidence, skills, and sense of progress each week.
Here's What Makes It Work ...
- 📅 Scheduled weekly classes – build your skills step by step with clear direction.
- 👩🏫 Live access to your tutor – ask questions, get real-time feedback, and learn together.
- 👥 Peer support – connect with fellow learners during class discussions and group activities.
- 💬 Interactive format – not just lectures, but conversation, roleplays, and active learning.
📚 The research backs it up:
According to Allen & Seaman (2017) and Wang et al. (2021), learners in 'live', synchronous online classes are more likely to feel connected, engaged, and successful when compared with fully asynchronous learning alone.
💬 What You Can Expect at Lir:
💻 Weekly Zoom Classes with Your Tutor
Join your scheduled sessions each week and enjoy face-to-face learning from the comfort of your home.
🧠 Live Q&A and Group Learning Activities
Practice real-world scenarios with feedback and encouragement from your tutor and classmates.
📧 Ongoing Tutor Support
Get help between classes via email or message. We’re always here when you need us.
🫶 Friendly, Supportive Group Environment
You’re not just another name on the screen — we get to know our learners and help them succeed..
How do I book my course?
First of all, contact Lir Reception (044) 9342754 before you book. This way you will get an opportunity to speak with a Training Professional to discuss your options and to make sure that this module is the best one for you. To register, fill out our Lir Registration Form. You will have been given an Access Code for this form. Once registered we set you up with a Lir Microsoft email address which gives you access to Microsoft 365 software, at no extra cost to you. From there we send you access details on how to access your course so you can access the Lir eLearning Hub where you also have access to Lir Learner Supports and your Tutor.
Frances
Director of Training/Tutor
frances@lirbusinesscentre.com
Joan
Training Co-Ordinator
joan@lirbusinesscentre.com
Brogan
Tutor/Facilitator
brogan@lirbusinesscentre.com
"A thoroughly enjoyable course even though I've worked in retail for years, there were plenty of tips and techniques I wish I knew earlier. Would definitely recommend it."
Caroline Byrne
Office Assistant (2021)
"Thanks for everything Frances. I look forward to doing the Leadership Course in Autumn/ Winter now. It was a pleasure to have participated in the Customer Service course and both Joan and yourself were so approachable and helpful that it meant that any challenges encountered along the way were easily overcome. In terms of customer service, the team at Lir exceeded my expectations. Wishing you continued success."
Clare Flynn
(2025)
"This could be you ..."
Learner
(2025)
Customer Service 5N0972
Blended 'Live' Tutor Online Course
€280
- Weekly Scheduled Classes - mornings or evenings
- 1-to-1 Online Tutor Support
- Self-directed Learning in the Lir eLearning Hub
- Tutor Online Support
- Weekly Check-in
- Lir Mobile Course App
- Lir Microsoft 365 Software
- Lir Learner Supports
- Lir Community Chat
- Flexi-payment Option Available
- CE Participant Rate (Contact Lir Reception 044-934 2754)
Other Modules to consider towards the Lir QQI 5M2468 Business Administration Major Award
and other Awards such as the 5M1997 Office Administration Major Award
Business Administration L5
Bookkeeping
L5
Work
Experience L5
Word
Processing L5
Text
Production L5
Communications
Level 5
Customer
Service L5
Database
Methods L5
Methods L5
Medical
Terminology L5
Information and Administration L5
Intercultural
Studies L5
Studies L5
Digital
Marketing L5
Payroll
L5
Reception and Frontline Office Skills
Research and Study Skills L5
