Working with Customers Training

Ensure your customers are treated fairly with our CPD Certified online training.

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The Collection

Collections are unique solutions designed to bring together the convenience and cost effectiveness of off-the-shelf eLearning with all the benefits of an engaging, bespoke training curriculum.

Our new Collections feature a variety of learning styles and fresh content to improve engagement and provide a long term solution to your training needs.

Using Collections, your organisation can enjoy the best of both worlds, giving you ready-made, holistic training programmes designed to deliver a multi-year training strategy with fresh content year-on-year.

Adaptive Courses

  • An innovative new approach to promote knowledge retention and learner engagement

  • Pre-assessment identifies areas of strengths and weaknesses

  • Course is automatically tailored to cover gaps in learners’ knowledge

  • Significantly reduces unnecessary training time

Our Adaptive Courses

Immersive Courses

  • Scenario-based courses

  • Place the learner at the centre of the experience

  • Test their ability to make the right decisions.

  • Highly interactive; designed to improve learner engagement.

Our Immersive Courses

Complaints and Compliments

This immersive online training course covering Complaints and Compliments is designed to help organisations raise awareness of how employees can handle the process for receiving complaints and compliments.

The course particularly looks at the best practice around logging, managing and resolving complaints and compliments.

It also explains how to react and respond effectively and what the appropriate steps are for each instance and the importance of having and following a suitable policy for customer complaints and compliments.

Customer Complaints Handling

This immersive eLearning course explores how firms can respond to customer complaints effectively and in line with the guidelines set by the Financial Conduct Authority (FCA).

This course will enable learners to differentiate between a regulated and unregulated complaint. The course also explores how to handle, investigate and respond to customer complaints, the preventative actions that can be taken, and the role of the Financial Ombudsman Service in resolving disputed complaints.

Responsible Retailing of Alcohol: Challenge 25

All retailers and colleagues need to play their part in selling alcohol in a responsible, legal way. Responsible retailers have a Challenge 25 policy in place for all age restricted sales, including alcohol.

Our Responsible Retailing of Alcohol: Challenge 25 short course teaches retail staff to recognise who can legally sell alcohol, what to look out for when selling alcohol to customers, and how to challenge and refuse a sale.

Treating Customers Fairly

All organisations in the financial sector need to put the fair treatment of customers at the heart of their business model.

Our Treating Customers Fairly eLearning course covers the FCA Principles for Businesses, the meaning of fairness and how to monitor performance to ensure continued fairness. It includes realistic scenarios to illustrate the principles in action.

Microlearning Courses

  • Short 5-10 minute learning vignettes

  • Focussed on key topics

  • Improve knowledge retention with bite size learning

  • Can be rolled out in response to emerging training needs.

Our Microlearning Courses

Detailed Study Courses

  • Utilises what we would call a ‘traditional’ eLearning approach, meaning that learners are presented with the information then tested at the end

  • Information is presented in an interactive, engaging way

  • Longer, detailed courses

Our Detailed Study Courses

PCI DSS

Any entity that stores, processes or transmits cardholder data should comply with Payment Card Industry Data Security Standards (PCI DSS). DeltaNet International’s PCI DSS eLearning course is designed to help organisations implement and maintain PCI DSS compliance. By exploring the security requirements set for card schemes, merchants, service providers, and financial institutions, the course highlights how PCI DSS compliance helps protect payment card data, as well as the profitability and reputation of your organisation.

We offer two versions of our PCI DSS eLearning course, with questions tailored to either front line (customer facing) or back office members of staff.

Communications Resources

To positively reinforce the learning messages in our courses we also provide you with a suite of communications resources, including:
  • Engaging resources to print out and display in the workplace

  • Share digitally via intranet, newsletter or display screen.

  • Promote a culture of compliance

  • Reinforce key behaviours

Our Communications Resources

Toolbox Talks

  • Resources based on corresponding courses

  • Designed to facilitate a blended learning experience for small groups.

  • Includes downloadable facilitation notes

  • Use as part of face-to-face training.

Our Toolbox Talks Courses

Phishing Simulator

To positively reinforce the learning messages in our courses we also provide you with a suite of communications resources, including:
  • Send simulated phishing emails to your employees

  • Track and report on who opens them

  • Our AI driven platform will assess their learning needs

  • Auto enrol employees on our Phishing and Information Security courses to make your business more secure
Our Working with Customers Training Courses

Complaints and Compliments

This immersive online training course covering Complaints and Compliments is designed to help organisations raise awareness of how employees can handle the process for receiving complaints and compliments.

The course particularly looks at the best practice around logging, managing and resolving complaints and compliments.

It also explains how to react and respond effectively and what the appropriate steps are for each instance and the importance of having and following a suitable policy for customer complaints and compliments.

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Immersive Courses

Customer Complaints Handling

This immersive eLearning course explores how firms can respond to customer complaints effectively and in line with the guidelines set by the Financial Conduct Authority (FCA).

This course will enable learners to differentiate between a regulated and unregulated complaint. The course also explores how to handle, investigate and respond to customer complaints, the preventative actions that can be taken, and the role of the Financial Ombudsman Service in resolving disputed complaints.

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Immersive Courses

PCI DSS

Any entity that stores, processes or transmits cardholder data should comply with Payment Card Industry Data Security Standards (PCI DSS). DeltaNet International’s PCI DSS eLearning course is designed to help organisations implement and maintain PCI DSS compliance. By exploring the security requirements set for card schemes, merchants, service providers, and financial institutions, the course highlights how PCI DSS compliance helps protect payment card data, as well as the profitability and reputation of your organisation.

We offer two versions of our PCI DSS eLearning course, with questions tailored to either front line (customer facing) or back office members of staff.

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Detailed Study Courses

Responsible Retailing of Alcohol: Challenge 25

All retailers and colleagues need to play their part in selling alcohol in a responsible, legal way. Responsible retailers have a Challenge 25 policy in place for all age restricted sales, including alcohol.

Our Responsible Retailing of Alcohol: Challenge 25 short course teaches retail staff to recognise who can legally sell alcohol, what to look out for when selling alcohol to customers, and how to challenge and refuse a sale.

icon
Immersive Courses

Treating Customers Fairly

All organisations in the financial sector need to put the fair treatment of customers at the heart of their business model.

Our Treating Customers Fairly eLearning course covers the FCA Principles for Businesses, the meaning of fairness and how to monitor performance to ensure continued fairness. It includes realistic scenarios to illustrate the principles in action.

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Immersive Courses

Our Collections help you to:

A Flexible Solution

  • Collections are designed to offer a highly flexible, easily scalable and agile alternative to traditional off the shelf training.

  • Our collections offer a variety of different learning interventions and styles, providing each organisation the flexibility to create a training plan that meets their unique requirements.

A Scalable Solution

  • Collections are easily scalable too; whether you need to provide in-depth training, refresher training or a comprehensive schedule of short training activities, each collection provide enough options to roll out a unique training programme year after year.

An Agile Solution

  • As they are off the shelf, our collections are ready when you are and can be deployed quickly and easily in direct response to the changing level of risk being faced by your organisation.

  • Each collection is updated with new courses as we develop them, so your training programme can be fresh each year and your training is always up to date, relevant and effective.

All Topics

Working with Customers Training FAQs

Above all, organisations should ensure that they treat customers with respect and remain transparent about what they offer. DeltaNet’s Working with Customers eLearning courses are designed to help your employees build and maintain trust with customers and handle customer interactions in a fair and timely manner.

All our Working with Customers training courses are available off-the-shelf for ease of use; we can also work with your subject experts to tailor the approach and information to suit your organisation’s requirements. Using the Adapt Authoring Tool you can even modify our courses yourself.

Our Working with Customers eLearning

The following courses are aligned with FCA principles:

Explore how firms should respond to customer complaints effectively and in compliance with FCA Regulations with Customer Complaints Handling.

Ensure your employees understand the consequences of mis-selling and empower them to treat your customers fairly with Treating Customers Fairly.

Learn how to respond effectively and appropriately to customer interactions using our Complaints and Compliments course.

We also offer a course on PCI DSS for customer-facing staff – front line or back-office. Any entity that stores, processes or transmits cardholder data must comply with Payment Card Industry Data Security Standards (PCI DSS). Raise awareness on the compliance with PCI DSS to help protect the integrity of your organisation and reduce the chances of a card data loss.

How your employees interact with and treat customers can do more than add value to your organisation – it says a lot about the way your company conducts business and the code of ethics it follows.

Organisations that sell goods and/or services should invest in training for their employees so they are aware about how to treat and interact with customers fairly.

Not only will this training help you to meet your regulatory responsibilities when it comes to working with customers, but a respectful, tolerant, and compliant workforce can help drive sales and give you a strong competitive advantage.

Get in Touch

When you send us a message one of our friendly, knowledgeable eLearning experts will contact you as quickly as possible