• All Industries, Hospitality
  • Industry
  • Rolling programme
  • Start date
  • 16+
  • Eligible Age Range

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About this programme



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This qualification is appropriate to any learners working or preparing to work in a customer service role or where using a telephone is a part of their role. It is suitable for all industries where customer service is a requirement.

The qualification covers the principles of customer service including how to meet customers’ expectations, the importance of appropriate behaviour and communication techniques as well as ways to deal with problem customers.

  • The principles of customer service
  • How customer needs and expectations are formed
  • The interpersonal skills and appropriate behaviour required in the customer service environment
  • The principles of responding to customers’ problems or complaints

Please note, this course this course is funded through Skills Development Scotland’s ITA funding programme. Eligibility criteria:

  • aged 16 or over
  • not in education or involved in any other Skills Development Scotland funded programme
  • unemployed and looking to get back into work OR
  • employed, earning £22,000 or less per year and looking to progress in or change your job
  • resident in Scotland

You will be sent the link to the ITA funding application after submitting the STN application.

Where you'll be

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  • Address DG Training, 15 Dalscone Way, Dumfries
  • City Dumfries or other locations by arrangement
  • Post Code DG1 1QU
  • Country Scotland

Here's something you should know

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Employability programmes work a little differently from other courses, especially when it comes to eligibility. For example, someone from Glasgow wouldn't be eligible for a programme taking place in North Ayrshire, and vice versa. Check the Postcode Eligibility tab in the Things to Know section to make sure this programme is open to you.

Things to know

Updated on November 7, 2023 at 6:48 pm
  • Allowance: Funding available
  • Industry: All Industries, Hospitality
  • Programme Type: Course
  • Eligible Age Range: 16+
  • Qualification Gained: Highfield Level 2 Award in Customer Service
  • Course Length: 1 day course
  • Eligible Groups: Not in Full Time Education, In Receipt of Benefit, Disabled Person, Lone Parent, Homeless / At Risk of Homelessness, Care Experienced, Refugee, Ex-Offender, LGBT+, BME Groups, Substance Misuse, Health Conditions, Long Term Unemployment
  • Attendance Pattern: Candidates will attend a 1-day course
  • Travel Expenses Covered: No
  • Postcode Eligibility: Dumfries and Galloway
  • Start date: Rolling programme

Meet your tutor

Jenny Lambie of DG Training is qualified and experienced in the development and delivery of many types of courses, including Scottish Licensing, Trainer Training, Management, Customer Service and Hospitality Service Skills. Her enthusiasm and excellent communication skills ensure that candidates get the maximum benefit from their training.

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