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 in Reception and Frontline Office Skills 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
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
🤝 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.
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
€280
- 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)
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
