Click here to see the Customer Service and Telephone Skills courses available

As excellent customer service is critical to every business, we offer a range of qualifications and customised training to reach the right solution for your organisation.

68% of customers cease doing business with a company due to poor customer service. The impact of bad customer care can never be underestimated.

The telephone skills courses are designed for those where the use of the telephone is a major part of their work activities, for example, those working in call centres, in telesales or as receptionists.

Our courses look at dealing with customers correctly as well as developing key things such as communication skills. Items such as good telephone manner and call handling skills, reception skills and conflict handling are considered. Communication skills, including face to face, written communication, and contact by e-mail are also discussed.

We can also offer training specifically to Call Centre operations, looking at items such as handling calls professionally, customer service and telephone techniques.

Customised training can also be built to your staff needs, or many of our courses can develop skills needed for further learning for NVQs or work based assessments.

Customer Service NVQ Levels 1, 2 and 3
These NVQs enable those working within a customer service environment to demonstrate their skills and knowledge against the standard expected by the Institute of Customer Service. Level 2 is for those who need to demonstrate initiative in the handling of non-routine activities. Level 3 is for those who handle a wide range of complex tasks and can demonstrate organisational and supervisory skills.

Professional Telephone Techniques
This course is aimed at helping you to give an excellent first impression. You will also learn how to control the call in a timely and professional manner even when the caller is difficult. Areas covered include Image, Tone of voice, Listening skills, Questioning techniques, Attitude and behaviour and How to deal with “awkward callers”.

VRQ Customer Service
A leading UK awarding body has created a short qualification that introduces the key principles of customer service. This knowledge based qualification will not only give you an insight into customer interaction, but will help you contribute to the improvement of customer service throughout your organisation.

NVQ Contact Centre Operation and Contact Centre Professionals Levels 1 - 4
These NVQs enable those working within a Contact Centre to demonstrate their skills and knowledge against the standard expected by the Sector Skills Council ‘e-skills’. Levels 1 & 2 are for those who can demonstrate various levels of initiative in the handling of telephone calls and internet communications. Levels 3 & 4 are for those who handle a wide range of complex tasks at supervisory and management level and can demonstrate appropriate skills.

Conflict Handling - Level 1
Conflict situations are an integral part of any customer service work. This course will help staff to recognise, avoid and resolve conflict situations. This knowledge based programme will give your employees insight into managing relationships with both customers and colleagues.

NCFE Equality and Diversity - Level 2
This is for anyone who would like to learn more about equality and diversity within the workplace or wants to receive initial training in equality and diversity.

NVQ in Retail Skills Levels 1, 2 & 3
The NVQs in Retail Skills are qualifications recognised by all employers. It is confirmation that you have demonstrated your competence against an agreed set of standards and is also an indication of your willingness to develop yourself. The purpose of NVQs is to enable you to demonstrate, through workplace assessments, how well you carry out your normal daily work activities and how much you know about your job and related topics.

To book a place on any of our courses or to find out more information, call us on 01924 789715 or complete an e-form with your details and we will contact you.

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