Why we Don’t Offer Accredited Customer Service Training Courses
It’s a question we are often asked: “Do you offer nationally recognised customer service training qualifications?
We believe in enabling people to make an informed decision when it comes to training, so the answer to the question is an unequivocal ‘NO’.
While nationally recognised training programs for customer service can provide valuable skills and knowledge, there are certain disadvantages to consider that we have outlined below.
In our experience, businesses want employees to be equipped with industry best practices that deliver quick, sustainable results that are tailored to their needs, delivered by industry experts and reasonably priced – and that’s what we focus on at CX Skills!
10 Reasons Why We Don’t Offer Nationally Accredited Customer Service Training Courses
1. Generic Content
National training programs may offer generic content that might not address the specific needs or nuances of a particular industry. This can result in trainees learning concepts that may not directly apply to their customer service roles.
For example, Certificate III in BusinessBSB 30120 (Customer Engagement aka Customer Service & Sales) includes modules on Workplace Safety, Inclusive Work Practices, Project Work, Sustainable Work practices and creating electronic presentations.
Whilst those topics can be important, if you want your employees to learn how to deliver great customer service, a lot of time is spent on topics that really have nothing to do with it.
2. Limited Flexibility
Most nationally recognised programs have to follow a fixed curriculum, leaving little room for customisation. This rigidity may not accommodate the unique requirements of different businesses or individuals.
Like the example above, those modules must be included to achieve the certification.
3. One-Size-Fits-All Approach
Individuals have diverse learning styles, and a standardised program may not cater to everyone.
Some employees may benefit more from hands-on training, while others may prefer theoretical or interactive learning methods.
4. Cost Considerations
Nationally recognised training programs may involve substantial costs, including registration fees, materials, and potentially travel expenses.
This can be a disadvantage for smaller businesses with limited training budgets.
For example, the Certificate III in Business BSB30120 (Customer Service & Sales) is typically around $3,000 (although there may be some funding available to offset the costs in some situations).
Becoming a Registered Training Organisation is also an expensive, time-consuming process that would result in us having to significantly increase our prices to cover the administration overheads.
5. Limited Real-world Application
Some certification programs may focus more on theoretical concepts rather than practical, real-world applications.
Employees may struggle to apply what they’ve learned to actual customer interactions.
6. Time Constraints
Completing a nationally recognised program may require a significant time commitment.
For businesses with busy schedules, finding time for employees to undergo training without impacting daily operations can be challenging.
And when it comes to providing great customer service, most businesses cannot wait for an extended period of time for a program to be completed.
For example, assuming one unit of competency is submitted every 2.5 weeks, it will take 12 months to complete the Certificate III in Business (Customer Engagement) BSB 30120.
7. Limited Interactivity
Some certification programs may lack interactive elements, such as role-playing scenarios or practical exercises and many related to customer service are online modules completed by watching videos.
This can limit the development of hands-on skills that are crucial in customer service.
8. Technology and Industry Changes
In fast-evolving industries, training programs might not keep pace with the latest technologies or industry trends. Just look at how quickly ChatGBT, for example, has changed things.
This can lead to employees being trained on outdated practices.
9. Assessment Challenges
Assessments in nationally recognised programs may not always accurately reflect an individual’s practical capabilities or readiness for real-world customer service scenarios.
10. The Expertise of the Trainers
Often, nationally accredited training programs are delivered by trainers with limited real-world industry experience.
They are essentially training off PowerPoint decks and have to follow rigid course outlines and templates that may not deliver the best experience for trainees.
What are the Nationally Accredited Training Courses for Customer Service?
As we mentioned earlier, we believe in enabling you to make an informed decision about what is best for your employees and business, so if you’d like to learn more about the nationally certified customer service training programs, we’ve listed the most common certifications below.
BSB20120 Certificate II in Workplace Skills
BSB30120 Certificate III in Business (Customer Service & Sales)
BSB40120 Certificate IV in Leadership and Management