The document outlines the 'Customer Service Essentials' training program, which aims to enhance customer service skills among employees, improving customer relationships and satisfaction. It is fully funded for eligible organizations through the European Social Fund, providing a flexible training experience that includes both on-the-job and independent study. The training is suitable for all customer-facing employees and offers the potential for further progression into a customer service apprenticeship.

1. Customer Service Essentials
In our increasingly service-led economy,
meeting demands for better and individualised
service can give you a new competitive
advantage.
Customer
Service
Essentials
training
helps build strong and lasting customer
relationships by improving employees’ team
working and enabling greater appreciation of
your organisational values. This high quality
training programme is an essential, flexible
and rewarding experience.
For eligible organisations, it is fully funded by
the European Social Fund so there is no cost to
you.
Why you need this training?
• Do you want to increase your customer base?
• Are you looking for an edge on your competitors?
• Are your employees great at practicalities, but not so
good in a customer facing role?
• Is a big part of your business resolving customer
concerns and queries?
• Do you want to minimise complaints about your
service?
Following this training, your
business will have the ability to:
•
•
•
•
Deliver reliable customer service
Support customer service
Deal with customer service queries
Recognise and resolve complaints
Who is Customer Service
Essentials suitable for?
Customer Service Essentials is suitable for all
employees who work in a customer facing
environment.
If you have more than six people, Customer
Service Essentials can be delivered
exclusively within your premises.
If your company meets the eligibility
criteria this training is fully funded for new
or existing employees aged 19 or over who
work at least 16 hours a week and meet UK
residency criteria.
Pathway Group
putting you first

2. The learning in detail
Customer Service Essentials training offers a balance of
on and off-thejob training, independent study and both
knowledge and competence based assessments. The
focus is on improving customer service and increasing
your customer satisfaction levels.
Progression
After completion there is the opportunity to progress
onto a 12-month Customer Service
Apprenticeship programme.
This apprenticeship is suitable for any employees
working in a customer service role at an operational
level for more than 30 hours a week, and is delivered by
our experienced teams on your site.
Government funding is available subject to eligibility
– depending on the employee’s age you may have to
contribute to the training costs.
How much time do workers need to
be released for and commit to?
Customer Service Essentials training consists of four
workshops at your business premises. Learners will need
to complete workbooks, complete a work based project
and conduct research between sessions.
Fast facts:
• Delivered through workplace sessions
• Usually completed over 14 weeks
• Suitable for all customer facing
employees
• Option to progress onto an
apprenticeship programme
Why Pathway Group?
Pathway Group is an established education
and training provider, with over 15 years
of experience. Pathway has developed
its expertise as a NVQ/QCF provider and
supports SMEs with recruitment and
training.
The
Customer
Service
Essentials
qualification has been developed in
partnership with the Skills Funding Agency
and awarding bodies such as EDI, City &
Guilds and ILM. This nationally recognised
qualification is delivered by qualified
assessors and we assure you that the training
modules will increase your employee’s skills.
Next Steps...
To check your organisations eligibility for
funding and to book an appointment with
our business advisors, please contact us on:
Tel: 0121 707 0550 / 0800 955 0870
Email: info@pathwaygroup.co.uk
Website: www.pathwaygroup.co.uk
Pathway Group
putting you first