QQI Level 5 5N0972 Customer Service Assignment Brief 2026

5N0972 Customer Service: QQI Level 5 Assignment Brief

QQI 5N0972 Customer Service covers how to deliver effective service in a work, social or voluntary setting. The 2026 assignment brief asks you to show the award’s learning outcomes: the principles and features of good customer service, industry standards and ratings, Irish consumer legislation and regulators, how service drives organisational success, and the personal and communication skills used with customers.

5N0972 Assignment Brief

Purpose

The purpose of this award is to equip the learner with the knowledge, skill and competence to provide effective customer service within a work, social or voluntary environment, operating independently while under general supervision.

Learning Outcomes

Learners will be able to:

1. Examine the principles of customer service within a range of environments
2. 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
3. Explain the standards or rating system by which customer service is developed and measured in an industry-specific area
4. Identify, for a vocationally-specific area, key elements of consumer legislation and the functions of associated regulatory organisations providing customer protection, representation and redress
5. Explain how customer service enhances organisational effectiveness and success, to include practical examples of organisations with good customer care
6. Describe how customer perceptions can be influenced, to include elements such as the physical environment, printed materials, the personal presentation and conduct of a customer contact person
7. Apply the personal skills, qualities and attitudes required to perform effectively when dealing with customers, to include active listening skills, positive body language and observation of customer behaviour
8. Use appropriate communication technologies to include, telephone, audio visual, conferencing, email and other interactive media  in a range of customer service situations
9. Use written and verbal skills to include appropriate style, language and tone
10. Handle a range of correspondence and records providing a service to the customer, to include orders, invoices, payments, and correspondence made both in writing and electronically
11. Respond to customer complaints and compliments in accordance with organisational policy
12. Handle a range of challenging situations, to include late and unexpected arrivals, customer errors, difficult customers, changing environments
13. Demonstrate team or group work in providing customer care, to include allocation of roles and responsibilities, good communication and feedback, awareness of personal strengths and weaknesses when dealing with customers.

Assignment 1- Portfolio / Collection of Work (50%)

A portfolio or collection of work is a collection and/or selection of pieces of work produced by the learner over a period of time that demonstrates achievement of a range of learning outcomes.  The collection may be self-generated or may be generated in response to a particular brief or tasks/activities devised by the assessor.

Assignment 2 – Skills Demonstration (50%)

A skills demonstration is used to assess a wide range of practical based learning outcomes including practical skills and knowledge.  A skills demonstration will require the learner to complete a task or series of tasks that demonstrate a range of skills.

Get Expert Help with QQI 5N0972 Customer Service

Choose one vocational area, such as retail, hospitality or healthcare, and use it throughout: its service standards, the consumer laws and regulators that apply in Ireland (for example the CCPC), and real organisations known for good customer care. Back up the skills section with short, specific examples of active listening, body language and handling a difficult customer.

If you are short on time, do my QQI assignment support can help you plan it, and our urgent QQI assignment help is there before a close deadline. For another Level 5 communication-based award, see the 5N0690 Communications assessment.