Customer Services - international qualifications

Written by Joanna Whatley on 25 November 2016

Hello Training Journal hive mind,

I need some help, please. We have recently integrated our customer support teams (circa 200 people globally in CS, 2,000 total organisation, UK-based but around 40 locations globally) after a series of acquisitions. It’s a highly technical organisation (satellite communications) and our CS team provide 24/7 support to partners as well as individual users.

I need a training and qualification/accreditation programme that is internationally recognised, preferably with a blended learning approach so that it’s accessible to people on shifts and globally. I’ve researched online and have found The International Customer Service Institute (TICSI), The Institute of Customer Service, City & Guilds, the Open University, and Customer Service Global. Does anyone have any experience with these, are they any good? Who have you used and who would you recommend?

Thank you everyone!

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Hilary Cooke's picture

Hilary Cooke

Submitted on 25 November, 2016 - 17:29

Hi Joanna,

I can't compare, because I haven't used any of the others and, to express an interest, I am an Approved Centre for C&G and ILM and so am able to deliver their qualifications. (Both part of the City & Guilds group that also includes The Oxford Group, Kineo, Digitalme and e3LEarning.).Having said that though, I don't stand to benefit from making a recommendation.

As a provider / practitioner, I have found them to be absolutely first class and they really understand the needs of the client organisation and L&D community. The qualifications are flexible and easy to work with to create bespoke programmes, or if you didn't want the qualifications route, then their endorsement and accreditation service also works well.

The learner experience is also good quality because the ILM on-line learning zone offers a wealth of information, e-learning modules and resources.

I was at a strategy meeting earlier this week and they are also way ahead of the curve in their digital development and offer, so I would definitely take a close look at them. 

Happy to have an off-line conversation if it helps - no hidden agenda.

Have a great weekend and best wishes

Hilary

JohnSwallow's picture

JohnSwallow

Submitted on 5 December, 2016 - 12:23

Hi Joanna

I have just completed the implementation of a customer service program within my Northern European region for my company and am now looking for either an organization who would accredit this to international standards or one within each of the five countries to do the same. I believe that this is a valuable add-on for those who undertake this kind of program and would integrate well with some of the other programs that I have up and running with various international universities and make our career ladder more concrete.

I cannot advise on a company to deliver customer service training but am keen to find out more on potential routes to accreditation outside of the UK. I will "listen in" to this forum thread and also keep you posted if I find something good.

Best

John

 

 

chriswil's picture

chriswil

Submitted on 6 December, 2016 - 20:54

Hi Joanna

​As a business development manager I may be able to help and connect you to the right people.

Happy to have a conversation offline

Kind regards

Chris Williams

Jo Whatley

Submitted on 7 December, 2016 - 09:35

Thank you everybody.

Hilary Cook - we are a client of OG and have reached out to them to connect me with C&G, so our paths may cross!

Chris Williams - thank you for the offer; I'd like to take you up on that. What's the best way to connect with you? feel free to drop me a note at joanna.whatley@inmarsat.com and we can take it from there.

Jo

DorothyNesbit's picture

DorothyNesbit

Submitted on 7 December, 2016 - 10:21

Great sharing - and great to see Hilary modelling the kind of declaration of interests that makes the difference between open and honest adherence to TJ rules and...well.. some of the breaches of rules we get to see from time to time :-)