Customer Service Awareness [M Group Services]


This Endorsed Training Programme is provided by M Group Services and is offered to their employees and contractor partners only.

This course has been developed using both ICS and NVQ standards, and is delivered using traditional classroom training methods. It is aimed at front-line operational staff – supervisors, managers, agents and teams. On completion of the course, individuals will have a better appreciation of the value and importance of the M Group Services Customer Service policy and processes within their day to day role, and M Group Services as a business.

Aims & Objectives

The aim of the Customer Service Training course is to introduce front-line utility operational teams, supervisors and agents who construct and maintain the utility systems and have face-to-face contact with the client, customer and general public. It also aims to enable the delivery of front-line customer services and understand business requirements.

By the end of the course, individuals will be able to:

  • Gain an awareness of M Group Services customer service policy and procedures
  • Recognise how their behaviour affects customer service
  • Explain the importance of good communication
  • Identify the needs of individual customers
  • Consider how and why developing relationships and influencing change is vital for businesses success


Individuals will be expected to undertake the course as part of their company induction. Basic functional skills are required but not essential as support will be given if required.


At the end of the course, individuals will complete an open book test to assess their understanding of the course. Successful individuals will then receive a certificate demonstrating their competence to deliver Customer Service in the workplace.


Registration is based upon successful completion of the M Group Services training programme and is valid for 3 years from the date of completion.

Find Out More

If you have a training package that you would like to be included within this registration family please view our Endorsed Training Programme approval page.

An Endorsed Training Programme is a training package that has been approved by Energy & Utility Skills as meeting its objectives. They are offered by private companies and any questions relating specifically to that training package should be directed to the appropriate provider.