Delivering Great Service Course


This qualification is aimed at front-line staff who wish to enhance their service skills, and as a result, deliver great service, more consistently, in their working environment.

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DG Training accepts ITA funding for many of THEIR COURSES AND TRAINING PACKAGES

What are Individual Training Accounts (ITAs)?

A Skills Development Scotland Individual Training Account (ITA) is money for you to put towards the costs of employability-focussed learning or training.

What can they be used for?

Eligible applicants could receive up to £200 towards a single training course. There are loads of course geared towards helping you get a job or progress in your career. Many of DG Training’s Courses and Training Packages are approved for ITA funding.

Who are They For?

You could be eligible for an ITA if you are:

  • Aged 16 or over
  • Living in Scotland
  • Currently in, or actively seeking work
  • Not undertaking training through the Employability Fund
  • Not undertaking a Foundation, Modern or Graduate Level Apprenticeship
  • Not participating in the Community Jobs Scotland programme
  • In receipt of an income of £22,000 per year or less, or are on certain benefits

How to apply for an ITA with DG Training

  1. Click on the link
  2. Browse through our approved courses and packages to find one that is right for you
  3. Click on the Apply for Funding button
  4. Complete the online application form
  5. We will contact you with further details



Guided Learning Hours

A minimum of 6 guided learning hours are required for this course.

Form of Assessment

There is no formal examination for this course but candidate participation during the course is essential for certification. On successful completion of this course, you will receive a Delivering Great Service certificate.


Importance of Great Service

  • Why service is so important
  • Great service companies and practices of their front-line staff
  • Key service statistics
  • Service that creates loyalty
  • The Customer Service Journey
  • Service hits!

The Service Professional

  • Language and behaviours of a service professional
  • Service guidelines for great service delivery
  • The power of communications – 7 seconds!
  • You make the difference
  • Confidence Building

Handling Difficult Customers

  • Service recovery
  • 5 steps from anger to loyalty
  • Saying “no” but still building loyalty

Service Action Plan

  • Your commitment to making great service happen within your organisation