Customer Service 5N0972 (Self-paced)

This is a standalone Self-paced 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.

Why a Fully Online, Self-Paced Course with Support could be Perfect for You

Learning at your own pace doesn’t mean learning alone. At Lir, our Fully Online, Self-Paced course is designed for busy learners who want the freedom to study when it suits them – while still having access to real guidance, structure, and human support.

Here's Why it Works ...

  • You control your study time (Duration: 8 - 10 weeks) – ideal for parents, shift workers, and career changers.
  • Set deadlines keep you focused – you're free to choose your pace within a structured timeframe, helping you stay motivated without feeling rushed.
  • Ongoing support from tutors and our admin team – you’re never left figuring it out on your own.

📚 Did you know?

Studies show that learners in online environments with flexible pacing perform just as well as in-person learners – when clear structure and tutor interaction are present. (Source: Bernard et al., 2009; Moore et al., 2011, Journal of Distance Education)

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.

🤝 You're Not Alone – Here's How We Support You at Lir:

💻 Weekly Check-Ins

We check in to see how you're progressing and offer support or feedback when needed.
Duration: 8 - 10 weeks

👩‍🏫 Tutor Feedback

Submit tasks or questions anytime and receive personalised responses within 48 hours.

📅 Private Messaging, Email, Lir Community Support, or 1-to-1 Zoom/Teams Sessions

Get help between classes via email or message. We’re always here when you need us.

💡 Interactive Course Content

Learn through video lessons, real-world scenarios, and guided activities – all designed to keep you engaged.

In order to commence this programme, you must have either successfully completed a programme at a level 5 QQI Certificate/ equivalent qualifications. If you do not have the required qualification you may also be eligible if you can demonstrate that you have the necessary skills to complete this module. If you have a Level 5 Certification and a computer skills qualification at Level 5 in Word Processing and Spreadsheets, and/or life/work experience at that level or higher. 

If you have a disability, medical condition or learning difficulty: In line with the Equal Status Acts 2000 to 2015 - we provide reasonable accommodation to meet the needs of our learners to ensure fairness and equality with others. See Learner Supports for further information.

IT/Computer Skills - sufficient working knowledge of computers.   You must have access to a PC (desktop), laptop or mobile device with internet access, Windows 8 or later or a Mac with OSX 10.5 or later, a browser with the latest version of Microsoft Edge, Chrome, Firefox or Safari, Adobe Reader to view PDFs.    Camera: Your device must have a working camera and audio. PC must be capable of playing video and audio files.   Software: We can provide you with access to Microsoft 365 Office applications (Word, Excel, Powerpoint, Outlook, Teams), Zoom and a Bookkeeping Software Licence.

Blended Learning: You must be self-motivated and be able to take responsibility for your own self-directed learning, outside the 'Live' Tutor online classes as you complete your blended learning course, or in the Fully Online Self-paced modules. Be disciplined in self-directed learning in line with practical preparation, study, and reflection time where appropriate. You have to set time aside. You will be expected to: fluently read, draft, prepare and understand material which is relevant and reflects a broad personal knowledge. fluently read, draft, prepare and understand quantitative data. problem-solving within a group or a number of groups and independently. It is expected that you will have a range of learning styles, strengths and needs related to the programme and have the capacity to take responsibility for your own learning within the managed classroom and online environment, provided by Lir Business Services & Training Centre.  

You must reside in Ireland and have a valid PPS Number.

The interview process ascertains existing levels of knowledge, skills competence and English language proficiency. A copy of your current Curriculum Vitae or certificate will be required and Photo ID.  The Induction will be carried out using Zoom, so you must have a working camera, a microphone for the session.

Learners will also require a good command of the English language and have a recognised English language qualification.      An assessment of English writing and comprehension may be given to ensure equivalency with English language speaking and learning to assess a minimum standard level.     Leaving Certificate (H7/06 in English).

English Language:  This course is completed using the English language.  
QQI 5N1642 English as a Second Language (merit or distinction).  
QQI 5N0690 Communications Level 5 (merit or distinction).  
CEFR - Common European Framework for Languages (level B2 or higher). A competency test may be carried out for English language and literacy and/or computer skills to ensure that you have the skills necessary to complete the programme.    
IELTS Indicator Test The minimum score is 6 unless otherwise stated.  
TOEFL iBT Special Home Edition The minimum score is 92 unless otherwise stated.   Duolingo English Test The minimum score required is 95 unless stated otherwise.  
Exam English If you are unsure of your current level, you can take a free test on sites such as this one.    https://www.ieltsindicator.com  International English Language Testing System - Academic The minimum score is 6 unless otherwise stated. https://www.ets.org/s/cv/toefl/at-home/  TOEFL iBT Special Home Edition.  Test of English as a Foreign Language. Internet-based test (minimum score is 100 out of 120.  Reading and Writing not less than 22. https://englishtest.duolingo.com/applicants. The minimum score required is 95 unless stated otherwise.  

If you are unsure of your current level, you can take a free test on a number of sites, like http://www.examenglish.com/leveltest/index.php, or contact Lir Reception (044) 9342754 to speak to a qualified person who can assist you.    If you are unsure contact Lir Reception (044) 9342754 to speak to a Training Consultant who will be able to assist you.     

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.

Course Delivery - This is a Self-Paced Online Course with (active) Online Tutor Support

This is a Self-Paced Online Course.  You have 10 weeks to complete your course.  In that time you have weekly contact with your Online Tutor, and several ways of contacting your Tutor for extra support throughout your course when you need it, including booking in One-to-One Online Sessions any time you need them.

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)

"I really enjoyed the Customer Service module and learned a lot of new things that will assist me in customer focused job positions"
Joseph Mc B

(2024)

"I found the course very informative and would definitely consider LIR when doing another course"
Michelle G

(2024)

"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)


Customer Service 5N0972

Self-Paced Course


€300

  • 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
  • CE Participant Rate (Contact Lir Reception 044-934 2754)

Download Course Brochure

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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

Medical
Terminology L5

Information and Administration L5

Intercultural
Studies L5

Digital
Marketing L5

Payroll
 L5

Reception and Frontline Office Skills

Research and Study Skills L5

Spreadsheet
Methods L5

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