Customer Service

Lot 3 covers customer service knowledge and skills, it is a key area across the public sector, underpinning its core values of supporting, challenging and inspiring its customers to improve their lives and helping each other to make a difference. This may include strategic and/or operational development.

Types of courses include:

• Help Desk / Contact Centres
• Difficult Customers
• Service Level Agreements
• Managing Complaints
• Charter Mark
• Payment and Debt Recovery over the phone
• Telephone Skills

Case Study: Advantage West Midlands