Customer service excellence

Customer care is an integral part of the services that we provide. Our customer service standards set out what you can expect from us.

We are committed to providing a service which is friendly, helpful, and responsive to your needs, and we will do everything reasonably possible to ensure the reliability of our services.

You can expect our staff to be courteous, respectful and considerate at all times, and to respond to your enquiries promptly and efficiently.

You can help us to accomplish this by treating our staff and fellow customers with respect and courtesy.

We have:

• small class sizes in a city centre location
• extensive experience with local, national and international businesses
• 90% of our customers rating us as good or excellent

Our customer service standards

Provide accurate information

We promise to provide accurate information from the first point of contact. All published information is reviewed quarterly to ensure it remains up-to-date and reliable.

Be responsive, reliable and efficient

We acknowledge all enquiries and complaints within a maximum of three working days, provided contact details are supplied. The best way to reach us is by emailing train@cardiff.ac.uk, although you can also contact us by phone on 029 2087 5274.

Listen and work with you

We invite all course attendees to evaluate our service, and we take suggestions for improvement seriously. Our provision is reviewed annually to ensure it remains relevant and appropriate for our customers’ needs.

Be open and upfront

We provide confirmation or cancellation details for courses at least ten working days before the scheduled start date, unless alternative arrangements have been agreed with the client. We also share information on how customers rate our services and keep you informed about the improvements we continue to make.

Maintain a high-quality service

We aim to achieve at least 90% ‘good’ or ‘excellent’ responses from customers when assessing whether the advertised course topics were covered. All course deliverers hold an appropriate level of experience and expertise.

Provide a welcoming learning experience

We strive to ensure that at least 90% of customers rate the level of care they receive from us as ‘good’ or ‘excellent’. Everyone who interacts with our service is treated with courtesy, respect and consideration.

Sustainability and environment

We regularly review our practices and are committed to making our services sustainable. This includes providing Fairtrade tea and coffee, as well as vegan and alternative options.

How are we doing?

We are committed to continuously improving our service and we welcome your feedback.

If you are not satisfied with the level of service you receive, then please let us know using our complaints procedure. We will respond quickly, efficiently and effectively. In making your complaint, you are providing us with the opportunity to improve our services.

Core working hours are 09:00-16:00 Monday to Friday, excluding Bank Holidays and university closed days.