Customer Service QQI Level 5

Overview –The aim of this training programme offers a comprehensive understanding of customer service essentials, covering topics like effective communication and problem-solving. Participants gain the skills needed to excel in customer-facing roles across various industries and learn to work independently with general supervision. It’s a valuable training opportunity for career advancement.

QQI Course Code: Customer Service 5N0972

QQI Level 5

5 Days


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Module Breakdown

The Principles of Customer Service, the Customer and the Environment

This module examines the principles of customer service within a range of environments. Participants will identify the key features of good customer service, to include distinguishing between different kinds of customers, making a good first impression, meeting customer needs, catering for diversity and disability, understanding and responding to customer perceptions.

Customer Service Infrastructure & Legislation

This module explores foundational elements and legal aspects that underpin effective customer service. It provides insights into the essential infrastructure required to support customer service operations and examines the relevant legislation and regulations that govern customer interactions. Participants gain a clear understanding of how to navigate the legal landscape while delivering exceptional service, ensuring compliance and customer satisfaction go hand in hand.

Customer Service Process & the Impact on the Organisation

In this module, participants learn a comprehensive exploration of the customer service journey and its profound influence on an organisation. It delves into the intricacies of customer interactions, from initial contact to post-service follow-up, emphasizing the pivotal role these processes play in shaping an organisation’s reputation and success. Participants gain insights into optimising these processes to enhance customer satisfaction, loyalty, and ultimately, the overall health of the organisation.

Communication Skills & Handling Complaints

This module focuses on essential communication techniques within the realm of customer service and equips participants with effective strategies for addressing and resolving customer complaints. It emphasises the significance of clear, empathetic, and professional communication in building positive customer relationships. Participants learn how to navigate challenging situations, turning complaints into opportunities for customer satisfaction and loyalty, ultimately enhancing the overall customer service experience.

Communication Technology & Processes

This module provides a comprehensive understanding of how technology influences and enhances communication within customer service contexts. Participants delve into the use of various communication tools, platforms, and software to streamline interactions with customers and improve efficiency. This module emphasises the importance of adapting to modern communication technologies to meet evolving customer expectations and deliver exceptional service.

Personal Effectiveness & Skills Audit

This module is designed to help individuals assess and improve their professional capabilities within a customer service context. Participants engage in a reflective process to evaluate their strengths and weaknesses, allowing them to identify areas for personal development and growth.

Find Out More – Frequently Asked Questions

Why Should I Choose Optimum Limited

Optimum Limited provides a wide range of business development, consultancy and training, accredited and non-accredited to companies across all industry sectors, whilst also offering client-specific and scheduled training programmes. 

Since its establishment in 1990, Optimum has demonstrated a clear correlation between people development and the bottom line. This ethos has helped Optimum in establishing a portfolio of highly reputable clients in the private sector, state and local agencies, universities and professional bodies,nationally and internationally. As a preferred choice provider and partner to many of Ireland’s leading businesses, we have learned that the key to our success is putting their success first. Our focus is on building lasting partnerships that offer positive outcomes and an engaging and rewarding learning experience. 

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Who Should Apply

This Customer Service QQI training course is suitable for individuals seeking to excel in customer-facing roles, whether they are already working in customer service or aiming to enter this field. This comprehensive training equips participants with the skills and qualifications needed to provide exceptional customer service and enhance their career prospects.

Entry Requirements

  • Level 4 or equivalent in a relevant subject area
  • Proficient in the English language
  • Basic IT Skills
  • Competent in self-directed learning

For more details on participation suitability of this course, check out our learner handbook (click here) or contact us directly at / (01) 672 8628

What Study Options Are Available

Many of our courses are now available in a variety of classroom formats. All formats cover the same course content.

Live Virtual Online Classroom

Live lectures are delivered using Zoom ( or MS Teams if requested. During these sessions, your tutors will use interactive learning elements to ensure an engaging learning experience. When appropriate, students will be encouraged to activate their video and microphones so that they can ask questions and enhance peer to peer learning

Online courses can be accessed from any computer or laptop with an internet connection.

In-Person and Onsite Classroom

Optimum Limited can provide in-company onsite training if requested. If there is not a classroom available, Optimum can provide a training room in the HQ Office in Dublin.

Optimum can also provide training in hotels conference rooms or room hires if requested.

On Demand

On Demand courses enable you to complete your course on your own time. Optimum have an e-learning platform called MyOptimum which includes a library of online on demand training programmes. This learning platform comprises of  pre-recorded videos and interactive powerpoints followed by activities designed to put the new information and concepts into practice through exercises, quizzes, forum participation and other activities.

How Will This Course Benefit Me

Completing a Customer Service QQI training course will empower individuals with the skills and confidence to excel in customer-facing roles, thus enhancing their career prospects. Additionally, it fosters personal development, enabling them to navigate various customer interactions effectively and positively impact customer satisfaction.

Assessment Criteria

Skills Demonstration 50%
Portfolio 50%

Qualification & Progression Options

This course leads to a level 5 award on the National Framework of Qualifications.

QQI (Quality & Qualifications Ireland) is the national awarding body for further education and training in Ireland.

NFQ Credit Value: 15 credits

Students who successfully complete this programme may use this Level 5 credit towards the QQI Major E-Business Award (5M0828). To view more Major Awards that this programme can lead to, please contact us directly or visit

Payment & Funding Options

Payment Options:

Payments can be made by EFT, PayPal or Stripe. If you need to pay by other forms of payment, please enquire with us and we can let you know if this is possible.

Funding Options:

Due to our experience and reputation, Optimum are part of many panels that provide funding opportunities to businesses in different sectors. Funding can range from 10% – 35% subsidy. Contact the Optimum Team for further information.

Enquire through our contact form here.

How to Apply

If you have any queries and require further information, we would be happy to chat to you. Contact us directly at or talk to our team at (01) 672 8628

Enquire through our contact form here.

Check out our upcoming public training programmes here.

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