Customer Service Pledge...

Our Service Standards...

Wayne - on the phone

When you visit us we will…

Greet you in a polite and Friendly Manner

Help you with access or language requirements as best we can.

Provide you with advice and guidance to achieve your goals

When you telephone we will…

Answer your call in a polite and professional manner

Answer your call as quickly as possible (we aim to answer 80% of calls within 5 rings)

Respond to all messages left on voice mail within one working day

When you write, or e-mail we will…

Acknowledge your letter or e-mail within 3 working days

Explain why it will take longer, if we cannot reply in full within 10 working days

Reply to you in plain, jargon free English

Respond by telephone where possible, especially if you have an urgent enquiry

Our Pledges to you…

To treat you with courtesy and respect

To provide training services that meet your needs

To be honest and open, take responsibility for your training and ensure you get the right
advise and information

To ensure all communication with us is clear and helpful

To use your feedback to help us improve our training services in the future

What we ask of you…

Please treat our staff and premises with respect and consideration

Please give us all the information we need to deal with your enquiry

Please give us honest and constructive feedback so that we can improve our services in the future

Please tell us if you have access or language needs

We recognise that on occasions we may get it wrong or not do something that you think should have been done

Where we have let you down we will…

Try to put things right straight away

Give you and explanation as to what happened

Agree a solution with you where we can

Use what we learn from our mistakes to help improve our services for the future