Endorsed Programmes

Customer service

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In today’s highly competitive market place customer service is something which organisations must get right first time, every time.

Great customer service can provide real competitive advantage, and is an important factor in building customer loyalty. One of the best ways to improve customer service and to ensure your employees are the best in the business is through workplace customer service training and qualifications.

At FDQ we have developed a range of qualifications to assist businesses in developing the skills and knowledge of their employees to ensure they are meeting their individual potential and achieving real business success.

Training and qualifying staff in this way will help to ensure that they have the necessary skills to communicate effectively with customers in a range of circumstances.

Customer service qualifications

Suite purpose

The purpose of these qualifications is to develop the customer service workforce, providing organisations of all sizes across all sectors with staff who have the skills to communicate effectively with customers face to face, in writing or by telephone.

Those successfully completing the qualification will be able to effectively resolve problems; improve customer relations; promote products and services; keep records; gather customer feedback and work in a team. The qualification will also help develop complementary technical skills relevant to job role.

At level 2 this NVQ is for learners working in a customer service environment such as Customer Service Trainees, Assistants and Representatives/Agents. At level 3 this NVQ is for learners who hold more senior positions in the team such as Customer Relationship Managers, Co-ordinators and Team Leaders.

Regardless of level these qualifications offer learners the opportunity to develop customer service skills which can be applied within a large range of organisations and which are transferable across sectors.

FDQ Level 2 NVQ Certificate in Customer Service

Qualification structure

FDQ Level 3 NVQ Diploma in Customer Service

Qualification structure

Competence based qualifications

These are particularly popular with employers as training and assessment can be carried out largely within the workplace. This means qualifications can be undertaken during the working day and require minimal time off the job.

The qualifications and associated training can be tailored to be relevant to an individual’s daily work and business procedures, to ensure maximum benefit is derived by both the learner and their business.

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FDQ reach end-point assessment milestone


FDQ reach end-point assessment milestone

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Institute of Meat and Worshipful Company of Butchers Prize-giving is a Royal Celebration


The achievements of apprentices, their training providers and employers were celebrated on the 21st February at the IoM annual prize-giving, at The Painters Hall, London.



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