Customer Service for Technical Staff

Learn how to better support and enhance the student experience.

Type of Course: Communication
Course Reference: HFFC-024, HOC-023

⇲  Brochure (PDF, 1.4MB)

Course duration: One day
Hosting Mode: Online instructor-led, face-to-face

Universities seek to be ranked high in league tables and recognised for their impact on teaching, learning, research and knowledge exchange activities, as evidenced in their strategic plans. The core university goals revolve around student-centred learning and satisfaction, and research-informed practice, coupled with a need to grow sources of income.

Members of the technical service team(s) play an important role in support of increasing student satisfaction ratings and delivering customer services that can help universities achieve their goals in the current pandemic and beyond.

Technical staff have always been at the customer-facing front line of teaching, learning, research and knowledge exchange, whose telephone-based, online and on-site face-to-face interactions are critical to the success of services, support and products to a wide range of customers (including students, researchers, academics, collaborators, clients, contractors, and the wider internal staff groups).

Find out more:

Aims and Objectives

This course is tailor made to meet the needs of technical staff in higher education (HE). It accommodates various learning styles, to allow participants to learn from theory and practice, group discussions and individual reflection on their current practice. It will utilise formative assessments to increase learner knowledge, competency and confidence; enabling and empowering them to implement learnt skills in their work.


To increase awareness and build essential skills in delivering excellent customer service in technical functions.


To explore:


By the end of this course, participants will able to:

Course Fee

HEaTED members

Online: £197.95

Onsite: £304.95

Course credits

1x online course credits
1x onsite course credits

More about course credits.


Online: £304.95

Onsite: £502.90


This activity is subject to minimum group numbers but can be delivered onsite at your institution at a time and date to suit your team. Please contact us at for more information.

For HEaTED members, we offer one free place for every 10 bookings, and two for groups of 15 or above.