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Customer Care Policy

Our aim is to offer high quality training through ensuring customer care is at the forefront of all our services. Vocational Training Services (VTS) will:

  • Make Company information easily accessible
  • Provide a welcoming, friendly environment which is easily accessible to all
  • Communicate opening hours and how to access all services
  • Regularly contact customers for feedback on services provided
  • Be honest about what we can do and what we cannot do
  • Use customer feedback to help improve the services delivered
  • Provide a suitable environment and ensure confidentiality within our offices
 VTS Employees will:
  • Be trained and competent to deliver our services
  • Treat all service users and customers with respect, courtesy and understanding
  • Aim to answer all customer queries or know who to refer customers to
  • Reply to telephone messages within 3 working days
  • Reply to emails within 3 working days
  • Reply to letters within 5 working days
  • Communicate the different ways to feedback positive, negative and constructive comments to customers
  • Report all customer complaints using the correct procedures
  • Provide impartial information, advice and guidance
 Whilst VTS expect a high quality service from its employees, it is expected that our customers will also support us in providing a high quality service. VTS asks customers to:
  • Treat VTS employees, customers and anyone who is affected by the conduct of VTS with respect, courtesy and understanding
  • Respect VTS offices and its equipment
  • Provide honest feedback to help VTS improve the services delivered
   NOTE: A ‘customer’ is defined as an individual or organisation who is, has been or potentially could be a user or receiver of any service provided by Vocational Training Services or, in respect of such, is an interested party.