Module Title:Customer Service in Practice
Language of Instruction:English
Credits: 5
NFQ Level:6
Module Delivered In 5 programme(s)
Teaching & Learning Strategies: The content will be delivered in the form of lectures and workshops. Classroom activities will be interactive calling upon the learner’s own experience to contribute to the learning process. Modelling best practice will be demonstrated through case studies, guest speakers and use of video examples. There will be a strong emphasis on gaining skills through class-based activities and assessments.
Module Aim: The module is designed to develop appropriate knowledge, skills and attitude in the learner to implement good customer service policies and practices in any type of organisation.
Learning Outcomes
On successful completion of this module the learner should be able to:
LO1 Recognise the role that customer service plays in gaining competitive advantage and achieving organisational success.
LO2 Demonstrate and implement best practice in customer service both personally and through technology and apply policies and procedures in an organisational setting.
LO3 Explain contemporary issues such as equality and the empowerment of consumers with an awareness of relevant legislation and supporting organisations.
Pre-requisite learning
Module Recommendations

This is prior learning (or a practical skill) that is recommended before enrolment in this module.

No recommendations listed
Incompatible Modules
These are modules which have learning outcomes that are too similar to the learning outcomes of this module.
No incompatible modules listed
Co-requisite Modules
No Co-requisite modules listed
This is prior learning (or a practical skill) that is mandatory before enrolment in this module is allowed.
No requirements listed

Module Content & Assessment

Indicative Content
Introduction to Customer Service
• Why Customer service is important • The customer at the heart of the business. • What is good customer practice • Internal and External customers • Characteristics of effective customer contact staff • Handling complaints and challenging customers.
Quality in Service
• What is quality? • How is it measured? • TQM • CRM • Customer loyalty • Standards of Excellence • Codes of practice
Best Practice in Customer Service
• Multiple case examples across diverse industries in B2B and B2C contexts, nationally and internationally.
Customer Service Through Technology
• Telephone service • E service • Social media and other platforms • Exploring emerging platforms to add value in service delivery.
Dealing with Difference
• What is discrimination and how to avoid it in customer service. • Equality legislation and supporting organisations e.g. IHREC, WRC
Consumer Empowerment
• Consumer legislation • Organisations which support consumers e.g. CCPC, Ombudsman, Small Claims Court and Data Protection Commission.
Assessment Breakdown%
Continuous Assessment100.00%
Continuous Assessment
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Essay Individual 1,3 60.00 n/a
Project Group 1,2 40.00 n/a
No Project
No Practical
No End of Module Formal Examination

SETU Carlow Campus reserves the right to alter the nature and timings of assessment


Module Workload

Workload: Full Time
Workload Type Frequency Average Weekly Learner Workload
Lecture 12 Weeks per Stage 3.00
Independent Learning Time 15 Weeks per Stage 5.93
Total Hours 125.00
Workload: Part Time
Workload Type Frequency Average Weekly Learner Workload
Lecture 12 Weeks per Stage 1.50
Independent Learning 15 Weeks per Stage 2.97
Total Hours 62.50

Module Delivered In

Programme Code Programme Semester Delivery
CW_BWBUS_B Bachelor of Business (Honours) Options: in Business or Digital Marketing 2 Mandatory
CW_BWBUS_D Bachelor of Business Options: Business or Digital Marketing 2 Mandatory
CW_BWTEM_B Bachelor of Science (Honours) in Tourism and Event Management 2 Mandatory
CW_BWTEM_D Bachelor of Science in Tourism and Event Management 2 Mandatory
CW_BWBUS_C Higher Certificate in Business 2 Mandatory
Discussion Note: Module changed during ADF process in March 2021