Customer Service Training

Why Wise Group?

Good customer service skills are attractive to employers from all sectors, as customer satisfaction is important no matter where you work.  The Wise Group are a leading customer service training provider located in Glasgow’s East End, right next to Glasgow Green, and our Skills team can help you develop the skills needed to deliver top class customer service.

We can also support employers who wish to up skill their workforce and standardise the quality of the skills across the team.

To find out more about upcoming course availability, costs and funding opportunities available, get in touch today;

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0800 027 3311

Customer Service Principles & Practices

The purpose of this Level 2 training course is to develop skills and knowledge that are essential in providing professional customer service. This 2 day training course is suitable for people who are interested in dealing with customers effectively, and can be used across many industry sectors including Retail, Hospitality, Call Centres, and Care Industries etc.

This training will help you understand the personal factors and skills required in making a positive first impression with customers and dealing with their needs.

In particular, you will develop good communication and effective listening skills.

This course requires individuals to pass a written assessment in order to achieve certification.

Conflict Management

This course is aimed at dealing with people assertively during conflict situations, and is appropriate for all those who intend to operate in the public and private sector and whose activities will bring them into contact with others; including customers, members of the public, patients or clients.

The course consists of the following topics: Law Relating to Reasonable Force Triggers of Conflict, Resolving Confrontational Situations, and, Personal Safety.

A multiple choice examination has to be achieved to obtain the award.

SVQ in Customer Service

The SVQ 1 and 2 cover communicating in a customer service environment and delivering customer service within best practice guidelines, while the SVQ 3 includes understanding of customer service and the rules that impact on improvements in customer service.

Finally, the SVQ 4 goes on to cover following organisational rules, external regulations and legislation when managing customer service and handling referred customer complaints.

Further information on the content of this qualification can be found via the SQA (Scottish Qualification Authority) website.

SVQ in Advice, Guidance and Mediation

We can deliver SVQs in Advice and Guidance at SCQF Levels 5, 7 and 8, allowing learners to demonstrate competence in job-related skills in their particular area of work and expertise.

Areas covered include: communicating with potential clients; supporting clients to make use of services; reviewing your contribution to services; developing and managing interviews with clients; as well as working with clients to develop an action plan for implementation and acting as a mentor to colleagues.

The SVQ Level 2 is suitable for individuals who wish to provide excellent customer service whilst working as the first point of contact in an organisation providing information, advice and guidance.

The SVQ Level 3 is suitable for individuals who are currently working as an adviser providing information, advice and guidance and who wish to obtain a formal qualification.

The SVQ Level 4 is suitable experienced advisers who may also have management responsibilities or who operate in a senior role and wish to obtain a higher-level qualification to enhance their practice or for continuing professional development purposes.