QQI Level 6 Customer Service Certificate

About the Course

Provides participants with the skills to direct quality customer service within a work, social or voluntary environment, independently and/or in a supervisory capacity.

Requirements People attending this programme must meet RPL (Recognition of Prior Learning) criteria. Entry is not guaranteed until RPL eligibility is confirmed. RPL is an application made on behalf of participants by a training provider to facilitate the delivery of training with an emphasis on particular elements of a programme where learners due to previously attained knowledge, skills or life experience have full knowledge of these outcomes and so may concentrate on the delivery of other outcomes.
Duration 7 days

To request dates for training courses contact us.

Skillnet courses are eligible for funding. The size of allowance is dependent on your training needs analysis.

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Benefits of QQI Level 6 Customer Service Certificate

On completion participants will be able to:

  • Evaluate the principles and practice of customer service in range of public, private and voluntary environments.  
  • 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.  
  • 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.  
  • Summarise key elements of consumer legislation for an industry specific area in Ireland, to include a comparative look at similar legislation in another country.  
  • Describe the formal processes and associated organizations or bodies available to customers seeking protection, representation and redress.  
  • Construct an organisational chart for two different types of organisations, to include identification of personnel with responsibility for customer service.  
  • 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.  
  • 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.  
  • 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.  
  • Design a tool to measure customer satisfaction in an industry specific area, such as a comment form, survey, questionnaire, focus group.  
  • Manage the needs of customers within a specialised industry or vocational area, to include identification of diverse needs of older people, children, and people with a disability, those with requirements based on culture or religion and strategies to meet those needs and to build customer loyalty.  
  • Facilitate effective teamwork in customer care, to include evaluation of performance and success.  
  • Design a customer service programme for staff, to include operational standards for frontline personnel and delivery of an appropriate oral presentation summarising the programme.


50% Portfolio/collection of Work:

Should demonstrate achievement of a range of learning outcomes. The collection may be self-generated or created in response to a particular brief or tasks/activities devised by the assessor.

50% Skills demonstration:

Will assess a wide range of practical based learning outcomes including practical skills and knowledge. The participant will be required to complete a task or series of tasks that demonstrate a range of skills.


QQI Level 6 Customer Service Certificate


Achievement of this certificate enables participants to transfer to other appropriate programmes leading to awards at the same level of the National Framework of Qualifications.