Today more than ever, the quality of any organisation’s customer service - whether in healthcare, leisure, hospitality, or transport - is critical to its future success. By investing in specialist customer service training, organisations not only develop a more skilled and productive workforce, but also build longer, more profitable relationships with their customers.

Our flexible, cost-effective customer service training solutions are designed to give customer-facing and call centre staff the essential skills and knowledge to provide the best possible service. Individuals will learn how to increase customer satisfaction levels, improve client retention and repeat business, reduce potential conflict and minimise complaints. The organisation will further benefit from increased team performance and efficiencies, an enhanced reputation and a greater competitive edge.

Fully accredited by 5 leading governing bodies, we enjoy a reputation for providing training that offers genuine value for money to employers and makes a real contribution to ongoing staff development.

Whilst each of our clients will have their own individual needs, our specialist Customer Service training programmes include:

• Assertiveness
• Complaint Handling
• Continuous Improvement
• Creating Loyalty
• Creating Positive Impressions
• Dealing with Questions & Problems
• Developing Customer Relationships
• Exceeding Expectations
• Identifying Customer Types
• Influencing Skills
  
• Listening & Questioning Skills
• Managing Conflict
• Negotiation Skills
• Positive Communication
• Processing Information
• Promoting Features & Benefits
• Relationship Management
• Resolving Problems
• Setting Customer Expectations
• Understanding Behaviour

Customer Service NVQs

As part of our training portfolio, CPD offers nationally recognised Customer Service NVQs tailored to the needs of both the employer and the individual.

NVQ Level 2

The Customer Service Level 2 qualification will suit individuals who report to, and take instructions from, a manager or supervisor, who have some level of responsibility and who may be required to work as part of a team. This qualification will cover topics including creating first impressions, using active listening techniques to work out what customers really want, keeping accurate up-to-date customer service records and dealing with difficult or dissatisfied customers.

NVQ Level 3

The Customer Service Level 3 qualification will suit individuals who use their knowledge and skills to carry out a broad range of complex work activities, whose job role will have considerable autonomy or responsibility and who are often required to manage or train others. This qualification will cover topics including dealing with angry customers, running a customer loyalty scheme, customer protection legislation and using customer complaints to improve services.

NVQ Level 4

The Customer Service Level 4 qualification will suit individuals who work in a senior role within an organisation that treats customer service as a priority, who are able to influence decision making and shape how customer service is delivered and who have significant responsibility for operations, staff and other resources. Their position may be that of a customer services team leader or manager, or have a general management type role that includes some aspects of customer service, or they work as a consultant/specialist with responsibility for a particular aspect of the business which impacts directly on customer service, e.g. IT.