Say hello to Dan

Most of our customers know Dan, but for those who don’t, why not say hello?

Dan has been with Highfield for over 10 years and was trained by our founder, Jayne, with the two sharing exactly the same customer service ethos. Dan heads up our customer service team and is always available and eager to have a chat with our customers.

Why Highfield?
At Highfield, we genuinely care and take everything personally.

We’re increasingly the number one choice for training providers and businesses across the UK and internationally, with over 95% of our customers happy with our level of customer service.

We answer phone calls within three rings and respond to all emails within one working day.

Plus, you’ll get through to a real human being at Highfield – possibly even Dan (there’s no automated telephone holding services for us!).

So, if you’re one of the few who haven’t spoken to us in a while, now’s the time to get back in touch and let us know how we can help you.

Say hello to Dan today and start a conversation with Highfield at danmcdade@highfield.co.uk

Or check out our new training resources site at www.highfieldproducts.com

Is your customer service mundane and mediocre?

A recent report by the Institute of Customer Service (https://inews.co.uk/news/consumer/customer-service-uk-rated-shops-restaurants-utility-providers-1373093) showed that, according to consumers, the quality of customer service in the UK had declined over the last two and a half years, with the report stating that it was ‘mundane, mediocre and doesn’t deliver’.

But that doesn’t have to the case. We’re proud of our consistently high levels of customer satisfaction, with over 95 percent of you rating us as excellent or very good for customer service.

So how do we achieve that? We train our staff with our own materials.

We have three level 1 qualifications (an award, a certificate and a diploma), designed to give employers and training providers maximum flexibility in providing an introduction to customer service skills, as well as supporting learners in their preparation for a role within a workplace.

https://www.highfieldqualifications.com/qualifications/compliance/customerservice

We also offer a range of supporting resources to support trainers and learners. From training presentations to the Customer Service Handbook and Highfield-Kits to support apprentices, we have resources for all levels.   

https://highfieldproducts.com/products/sector/Service/all/

And our online customer service course is perfect for learners that prefer to work at their own pace or trainers who want to offer a flexible delivery model. It covers the syllabus of the Highfield Level 2 Award in Customer Service and can be used to teach the knowledge element of the qualification or as standalone training.

https://www.highfieldelearning.com/products/level-2-customer-service

So, don’t be mundane and mediocre – stand out from the crowd. Get in touch today to find out how we can help you help your customers.

Our customer services qualifications are now funded

Earlier this year we launched three brand new customer service qualifications to provide more thorough coverage of the area.

And we’re delighted to be able to tell you that the qualifications are now eligible for funding.

The three qualifications are:

Highfield Level 1 Award in Work-Related Studies for the Customer Service Sector

Highfield Level 1 Certificate in Work-Related Studies for the Customer Service Sector

Highfield Level 1 Diploma in Work-Related Studies for the Customer Service Sector

All three have been designed to give employers and training providers maximum flexibility in providing an introduction to customer service skills, as well as supporting learners in their preparation for a role within a workplace.

For more information, go to https://www.highfieldqualifications.com/qualifications/customer-service

Preparing learners for Customer Service roles

Highfield has launched a new set of work-related customer service qualifications.

With three qualifications available as an Award, Certificate or Diploma at level 1, the qualifications have been designed to give employers and training providers maximum flexibility in providing an introduction to customer service skills, as well as supporting  learners in their preparation for a role within a workplace.

For more information, go to: https://www.highfieldqualifications.com/qualifications/customer-service

Did you know…customer service training

So you’re looking for customer service training? 

Did you know our Customer Service Level 2 e-learning course can be used to support the knowledge element of the Highfield Level 2 Award in Customer Service? Learners simply have to sit an exam to achieve the qualification.

But what if you’re not looking for a qualification? No problem. It’s also a great stand-along customer service training course covering everything you need to know about customer service.

New customer service qualifications from Highfield

Highfield has launched three brand new customer service qualifications to provide more thorough coverage of the area.

The new qualifications are the result of a consultation with centres over the last few months into how we could further strengthen our approach to supporting the topic.

And it is expected the qualifications will help learners develop their knowledge and skills to get into work or update their existing abilities.

The three new qualifications are:

The qualifications are based on GLH, so to complete the award learners must achieve 45 GLH, the certificate 101 hours and the diploma 296.

All of the qualifications are assessed via a portfolio of evidence, however, if centres wish to develop their own workbooks to support the assessment, these will need to be approved by Highfield first. 

For more information, contact us on 0845 2260350 / 01302 363277 or email us at sales@highfield.co.uk for more information.

We’ve been approved for the Customer Service Specialist Standard

We’re delighted to announce we’ve been approved by the government to deliver end-point assessment (EPA) services for the Customer Service Specialist Standard.

That’s our third EPA approval this week.

And as we like to point out, we’ve done the hard work so you don’t have to, which means we can offer your business a full range of assessment services, support and advice to help you and your apprentices achieve your goals.

So whether you are considering taking on apprentices for the first time, wanting to have your existing in-house training recognised, or searching for services to ensure you claim your full share of levy funding, we’re here to help.

Find out more by dropping us a line at info@highfieldassessment.com or by calling 0845 2260350/01302 363277.

Or go to www.highfieldassessment.com

Highfield Qualifications is recognised as an end-point assessment organisation (EPAO) by the Education and Skills Funding Agency (ESFA) and sits on the Register of End Point Assessment Organisations. Our EPA services are delivered through our Highfield Assessment brand.

 

Highfield customer service survey – thank you!

A big thank you to everyone who took part in our customer service survey earlier in the year. We appreciate the feedback and are delighted to report that the overall message was ‘keep on doing what you’re doing’.

That’s not to say there wasn’t some constructive feedback, and we’ll be working hard to improve those areas, starting with fewer emails! Hence this monthly round-up of our news instead of individual bulletins.

But it’s great to know that over ninety percent of you are happy with the level of customer service we offer, and we’re determined to get that up to as near one hundred percent as possible!

Of course, you don’t need to respond to the customer service survey to let us know how we are doing. We’re happy to hear your feedback at any time. We’re always open to suggestion on how we can improve our offer to you and our account managers are on hand every weekday to listen and respond to your feedback.

New customer service qualification from Highfield

Customer Service Level 1Businesses looking to teach their staff the foundations of customer service now can thanks to a new qualification from Highfield Awarding Body for Compliance (HABC).

The HABC Level 1 Award in Customer Service (QCF) is aimed at learners who work with – or intend to work with – customers on a daily basis as part of their job role.   Suitable for use across any working environment, the qualification is ideal for learners aged 14 and over who are new to the customer service sector and wish to improve their knowledge of this area and achieve a nationally recognised qualification.

Further information on the HABC Level 1 Award in Customer Service (QCF), and our full suite of customer service qualifications, is available here.

If you would like to be among the first to deliver this qualification and are a Highfield Centre, then please contact your account manager directly regarding this. If you are not currently a Highfield Centre, but would like to become one, then click here.

Changes to Business Admin, Customer Service, Management and Team Leading frameworks

apprenticeship frameworksImportant changes to a number of apprenticeship frameworks have taken place with effect from 1 September 2014.

The subjects affected are the Skills CFA apprenticeship frameworks covering business and administration, customer service, and management and team leading.

The key change for each area is that the separate competence and knowledge qualifications will be replaced with a single combined qualification for each subject.

For Intermediate (Level 2 pathway) Apprenticeships, these are:

For the Advanced (Level 3 pathway) Apprenticeships, these are:

HABC also intends to continue to support the existing qualifications, and launch two new ones, which will be the Highfield Level 1 Certificate in Business Administration (RQF) 601/4028/8 and the Highfield Level 1 Certificate in Customer Services (RQF) 601/4001/X.

All HABC qualifications are regulated and approved for inclusion in the new apprenticeship frameworks from Skills CFA, and all specifications and assessment support material were released on 1 September 2014.

If your Centre is currently approved to offer the NVQs and/or the technical certificates, you will receive automatic approval to deliver the new qualifications.

If you are a HABC Approved Centre, please contact your account manager for more details. If you are not already a HABC Approved Centre but would be interested in offering these qualifications through HABC, please call us on 0845 226 0350 or email info@highfieldabc.com