I Work in Customer Service

In an ever increasing global market, companies going that extra mile in ensuring good customer service can often make all the difference to the customer. Ensuring effective communication at every touch point is key to the provision of good customer service whether dealing face-to-face or by telephone. Through our Customer Service programme you can enhance your personal effectiveness in dealing with customers in order to give you and your company an edge in a highly competitive market.

Programme Content

Our programmes are made up of a number of units, some mandatory with additional optional units chosen to reflect your job role. A sample for each level is provided below.

Customer Service Intermediate

• Deliver reliable customer service
• Impression and image
• Effectively apply organisational procedures
• Promote additional products or services
• Develop and improve customer service
• Handle problems
• Go the extra mile in customer service
• Live up to the customer promise

Customer Service Advanced

• Apply the rules & organisational procedures
• Make customer service personal
• Go the extra mile in customer service
• Improve customer relationships
• Monitor & solve service problems
• Improve service delivery
• Organise the delivery of reliable service
• Organise the promotion of products & services
• Use customer service as a competitive tool
• Improve customer service

Duration & Format

You can complete our programmes within 9 to 16 months subject to your prior experience and qualifications that you may already have. You will be appointed a personal Assessor for the duration of your programme who will visit you on a regular basis at your place of work. Your assessor will provide one to one training and assessment over the duration of the programme, leading to nationally recognised qualifications.

What you will achieve

• Level 2 or Level 3 NVQ in Customer Service
• Principles of Customer Service Certificate
  Level 2 or Level 3
• Functional Skills in Maths and English (exempt if you already hold GCSE passes or higher)