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
Introduction to Customer Service
Unit 1 - Principles of Customer Service
Unit 2 - Key Features of Customer Service
Unit 3 - Standards and Rating Systems
Unit 4 - Consumer Legislation
Unit 5 - Customer Service Effectiveness
Unit 6 - Customer Perceptions
Unit 7 - Personal Skills, Qualities and Attitudes
Unit 8 - Communication Technologies
Unit 9 - Verbal and Non-verbal Communication
Unit 10 - Correspondence and Records
Unit 11 - Customer Complaints and Compliments
Unit 12 - Handling Challenging Situations
Unit 13 - Teamwork in Customer Service
Unit 13 - Portfolio of Work
Unit 14 - Skills Demonstrations
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
