World-class customer service training underpins Age UK North Tyneside’s vision for older people

One of the North East’s leading charities has invested in the latest Welcome to Excellence customer service training for frontline staff to help boost its support for older people, and specialist services, in an increasingly competitive market.

Some 60 Age UK North Tyneside staff including home care, retail, day services and centres, catering and head office specialists have undertaken the internationally-recognised Delivering Service Excellence training. It is the newest course in the Welcome to Excellence customer service suite, taken by more than 360,000 people nationally.

Age UK North Tyneside’s Chief Executive Alma Caldwell said: “Equipping our people with the latest customer care skills underpins our vision of providing older people with the best services and opportunities to flourish in our society.

“As a frontline delivery organisation we need to show commissioners, for example in the NHS and local authorities, that we are constantly improving every aspect of our operation. We aim to deliver outstanding service to individual customers, for example helping those increasingly using personal budgets to gain maximum independence, choice and control over their care. Investing in world-class customer service training will raise our performance and give clients even better experiences.”

Staff underwent a one-day training session, and took an examination, gaining a nationally-recognised City and Guilds qualification to formally accredit their skills. The charity, which delivers services to older people throughout North Tyneside, plans to roll the training out to more than 200 staff in the future.

Sue Gill, Head of Training and Skills for Welcome to Excellence national lead organisation Tourism South East said: “We were delighted that Age UK North Tyneside chose Delivering Service Excellence training as the route to highlighting its commitment to continuous customer service improvement.

“It is a highly participative course, giving people the skills and knowledge they can immediately use in the workplace to make a positive impact for clients.”

Age UK North Tyneside has a vision where older people will flourish in society and a belief that ageism is unacceptable. Its services for older people include home care, day centres and services, keep fit, IT and well being classes, individually tailored provision for personal budget-holders. a café, information and guidance and a range of financial services and other products. More information at:


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