Bespoke and Recognised Customer Service Training

Our customers can choose from our bespoke training sessions as a stand alone service or decide to undertake our Customer Service NVQ programme and therefore receive our full range of customer service training free of charge. We have delivered our training courses in both practices and hospital environments. Our participants are encouraged and motivated to work as a team to find their own solutions to customer service problems encountered by the organisation.

Our bespoke training sessions include:

Internal Customer Service

  • The importance of teamwork in contributing to service delivery
  • Improving Team Relationships
  • Organisational Culture
  • Interpersonal Relationships

External Customer Service

  • Identifying factors that shape our relationships with patients
  • Methods for managing and exceeding patient expectations
  • Patient Perception and developing loyalty
  • Communicating with patients and identifying communication barriers
  • Telephone techniques
  • Identifying ‘why things go wrong’ and putting it right for the patient
  • Using feedback and improving performance
  • Creating the right image and presenting the right attitude
  • Handling challenging patients
  • Complaints Culture and Handling complaints
  • Understanding and contributing to service change

Benefits of CER Training Customer Service NVQ programmes:

  • Our Assessors understand your industry and provide excellent mentoring support
  • Learners receive our range of bespoke training free as part of this funded programme, the team agree changes and improvements that are actioned and reviewed
  • Our Assessors confirm that learning is applied in practice by observing the candidate at work and giving additional one-to-one and support
  • Employers and learners both receive detailed verbal and documented feedback on the individual's good practice and potential areas for development. Learner's confidence grows as a result!
  • We work with the employer and learner to support on-going customer service development on an individual and organisational basis.
  • The team work together to identify and implement improvements that are 'felt' by your patients.
  • The NVQ is a nationally recognised standard that practices, hospitals and individuals can communicate to patients to promote the service delivery of their organisation.

NVQ Level 3 in Customer Service

The course is intended for:

This course is aimed at individuals who are in professional customer facing and/or supervisory work role where they have to provide a continually improving service to customers and are able to effect permanent improvements for the benefit of customers and the organisation. We have found that this course is perfect for health care professionals who work as receptionists, team leaders and administrators and results in change that has a positive effect on the individual and organisation; with significant impact on service delivery.

General Course Details:

This NVQ is intended for those who can inflence what happens at work.

Have good communication skills and a wide range of knowledge of what to do, who to see and where to go to get things done for the customer.

Course Content:

Mandatory Units:

Understand customer service to improve service delivery

Know the rules to follow when developing customer service

Optional Units:

There are a vast range of units to choose from. You will need to complete 6 units in addition to the 2 mandatory units for a full NVQ, at least one unit from each theme.

Theme: Impression and Image

  • Make customer service personal
  • Go the extra mile in customer service
  • Deal with customers in writing or using ICT
  • Use customer service as a competitive tool
  • Organise the promotion of services or products to customers

Theme: Delivery

  • Deliver customer service on your customer’s premises
  • Recognise diversity when delivering customer service
  • Deliver customer service using service partnerships
  • Organise the delivery of reliable customer service
  • Improve the customer relationship

Theme: handling Problems

  • Monitor and solve customer service problems
  • Apply risk assessment to customer service
  • Process customer service complaints

Theme: development and improvement

  • Work with others to improve customer service
  • Promote continuous improvement in customer service
  • Develop your own and others’ customer service skills
  • Lead a team to improve customer service
  • Gather, analyse and interpret customer feedback

NVQ Assessment has changed dramatically over the years, we no longer need to produce heafty portfolios of evidence or spend huge amounts of time writing statements and gathering documents. The majority of assessment involves observation by the assessor, discussions relating to experiences at work, questioning to confirm knowledge and testimonies from others who can confirm your standard of work.