At Raeburn Training, we are passionate about supporting the next generation as they take their first steps into the world of work. Recently, we had the opportunity to deliver Customer Service Awareness training to senior pupils across three high schools in Fife, in partnership with DYW Fife.
The training was organised through DYW, with coordinators at each school promoting the opportunity to pupils. Those who took part volunteered, demonstrating a genuine interest in developing their skills and exploring future career pathways.
We worked with S4–S5 pupils across:
By delivering to smaller groups (5- 7 pupils), we were able to create a more interactive and supportive learning environment, ensuring every pupil had the opportunity to participate and build confidence.
While the core content remained aligned with our customer service training, the delivery was adapted to suit a younger audience. Sessions were made more conversational, with a strong focus on engagement and participation.
We incorporated:
This approach meant pupils weren’t just listening-they were actively applying what they learned in a safe and supportive environment.
One of the key takeaways from the sessions was the importance of confidence and communication when delivering good customer service.
Through feedback and observation, pupils developed an understanding that:
By progressing from discussion-based activities to acted role play scenarios, pupils were able to clearly see how different approaches can influence outcomes.
Delivering within schools requires flexibility, and our approach reflected that. Sessions were structured to:
We also encouraged pupils to share their own experiences as customers, helping to bring the content to life and make it more relatable.
We received very positive feedback from school staff, who appreciated the time taken to support pupils in developing essential employability skills.
The training also linked to wider opportunities, with pupils able to:
These experiences help provide a clear pathway from learning into real-world opportunities.
We’re delighted that DYW are keen to explore further opportunities to deliver training in schools. Future sessions will continue to be shaped by pupil interests and career ambitions, particularly in areas such as hospitality.
Supporting young people to build confidence, communication skills, and workplace awareness is something we are incredibly proud to be part of- and we look forward to continuing this work across Fife and beyond.
