Customer Service Excellence OPEN Programme

Optimise customer service skills and behaviours

Develop excellent customer service skills and behaviours as well as strong product and/or service knowledge.

embed critical skills

Develop essential skills to provide service in line with your customer standards and strategy.

stay agile

Businesses don’t stand still; give your customer service team the skills they need to adapt to any situation.

deliver for your customers

Excellent knowledge of your customers and their journey is essential to deliver excellent customer service and enhance your customers’ experience.

retain customers

People buy from people – keep your customers coming back for more by investing in your customer service people.

Our Programme

We help delegates to understand themselves better – from what motivates them, to their perceived strengths and weaknesses, right through to analysing and understanding the impact their behaviour may have on others. We fully equip them for the challenges of Leadership & Management, from having difficult conversations, to positively shaping those around them.

Across the programme, a delegate’s strategic and commercial thinking is stimulated to help them understand their responsibilities to themselves, others and their business.

Through classroom sessions, experiential learning and 1-2-1 coaching, we provide situations to enable delegates to develop their skills and capability so they can be a key driver in their own success, as well as guiding others to succeed, develop and reach their own potential.

Underpinning the career-defining eureka moments delegates will experience is a programme designed to effectuate behavioural change and embed that learning for long lasting results.

The Discovery Customer Service Excellence Programme (Customer Service Specialist Level 3 Apprenticeship) is delivered throughout the year as an OPEN Programme, allowing multiple companies to enrol delegates on a cohort, at the same time. Delegates benefit from shared experiences and learning from delegates at similar stages of their career, with different backgrounds. The Customer Service Excellence Programme can also be delivered as a Closed Programme, specifically for your organisation, tailored to your organisational learning requirements.

Outcomes of the programme include:

embedding critical business knowledge
identifying and addressing development areas
increasing self-awareness and professionalism
knowledge of customers and their journey
developing the right behaviours
Understanding and embedding reflection for personal development

Why Discovery?

Our team at Discovery have been designing and delivering development programmes for organisations across the UK for over 20 years’ and across all sectors including engineering, FMCG and technically oriented workforces. We are an approved training organisation for the Association of Professional Sales, an Institute of Leadership and Management approved training centre, active members with the Institute of Student Employers and approved to deliver apprenticeships by the Institute for Apprenticeships.

The programme meets all the requirements of the apprenticeship standard with an added emphasis on behaviour and change. With training developed around neuroscience and neurobiological principles, delegates will experience deep insights into how behaviours are perceived differently by different people, and how they can adapt their own style for different contexts. The overall result is a manager who is demonstrating leadership capabilities, better self-awareness and increased recognition of diversity amongst their team and wider workforce.

Who is the programme suitable for?

The Customer Service Excellence programme is ideal for new and talented employees who want to learn and progress, or for existing employees who are looking to retrain or upskill.

Roles may include: Customer Relationship Manager, Customer Support Officer, Customer Service Surpervisor, Customer Service Co-Ordinator, Customer Service Team Leader.

How can the programme be funded?

The programme can be privately funded by any organisation. Additionally, as the programme is aligned with the City & Guilds Customer Service Specialist Level 3 apprenticeship, the programme can be funded using the apprenticeship levy – both for organisations who are levy payers and SMEs using a government top-up.

What is a closed programme?

A closed programme is a way of running this programme specifically for your organisation, which allows us to tailor learning and interventions specifically to your business.

The delegate journey…

Upcoming cohort dates

We start and deliver multiple programme cohorts throughout the year. To enquire about available start dates for your employees, please complete the contact form below.

Are you ready to improve your workforce?

express your interest

The Discovery ‘Way’

Use a joined up approach through Diagnostics, Recruitment & Training to build a better workforce.


Before taking action, take the time to understand how you need to build your workforce to reach your business’ goals and reduce wasted spends.


Get the right people in your business with the behaviours, stretch and capability that will ensure your business succeeds.


Business doesn’t stand still: develop your employees to increase their capability, prepare them for future roles & future-proof your workforce.

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