Customer Service Training & Qualifications
Two routes, depending on what you need: a bespoke one or two day course built around your customers, or the Highfield accredited Level 1 and Level 2 Certificates in Customer Service for staff who need a qualification.
Who it's for
If any of these sound like your organisation, this is the right course.
- Customer service, reception and contact centre teams
- Field engineers, drivers and installers who meet customers
- Retail, hospitality and leisure staff
- Offices handling enquiries, orders and complaints
- Employers who want a recognised qualification on the file, not just a training day
What's covered
Every session is practical, and tailored to the way your team actually works.
- What customers actually judge you on
- First impressions on the phone, by email and face to face
- Listening, questioning and confirming understanding
- Tone of voice and written style
- Handling complaints and angry customers calmly
- Putting things right, and knowing what you can offer
- Recovering a relationship after something has gone wrong
- Turning good service into reviews and repeat business
How it works
Numbers, sites and any deadlines — an audit, a new contract or a certificate about to lapse.
We recommend the right course and confirm dates, group sizes and a fixed price.
Training runs at your premises, around your rota, with everything we need brought with us.
Learners receive their certificates, and we remind you before anything expires.
Questions
Anything else, just call us on 0151 558 1470.
What's the difference between the two routes?
The in-house course is built around your business and runs over one or two days, with no awarding body syllabus to follow. The Highfield Certificates are regulated qualifications assessed by a portfolio of workplace evidence, so they take longer but give staff something formally recognised.
Level 1 or Level 2?
Level 1 suits new starters and people in their first customer-facing role. Level 2 is for staff dealing with customers daily as a core part of the job — it carries 115 guided learning hours and 13 credits.
Can we do both?
Often the best answer: run the in-house day to change how the team works, then put the staff who need it through the qualification.
Can you cover our systems and processes?
We focus on the skills rather than your software, but the exercises use your real enquiries, complaints and scenarios.
Book Customer Service
Tell us your numbers and dates and we'll come back with a tailored plan and quote, usually within one working day.
0151 558 1470