Our Values

This means doing everything we can to help to make something or someone succeed by going beyond the call of duty and doing work technically beyond the mandate. We pay attention to the service we provide to all our customers i.e. learners, employers, funding agencies and associates. It is about not simply meeting the needs of the client but thinking longer term about putting something back. We constantly ask ourselves 'Are we any good', Can we prove it? And who knows about it? Research shows that building a reputation for customer service rests on four things: going the extra mile, treating people as individuals, keeping promises and handling queries and complaints brilliantly. When we first surveyed our customers we used to worry about some of the niggles and issues that were raised. We now welcome these as free market research and learn lessons from them. On our website we have published results in the form of 'You said... We did'.

Communication is vital. E-mail is good but the most difficult to deliver with a smile and for this reason we like to communicate either face-to-face or by telephone whenever possible. We hire people who like working with people and have a bit of passion for what they do! We enjoy a light conversation with customers where we often find out information and ideas about how we can improve. We educate our associates about our products and services via the website and monthly briefings and encourage this information to be shared with our customers.

Customer Impact

We aim to provide a speedy service and although some issues may take longer to resolve than others we hope that it is appreciated that we deliver as quickly and efficiently as possible. We look, listen and respond to show that we care and give our full attention to all our customers.