The end may be in sight for the surly waiter and monosyllabic receptionist thanks to a new customer-service programme launched at Darlington College. The college is the first in the country to be accredited to offer the National Skills Academy for Hospitality programme, which leads to BTec at Level 2 and 3. A recent report found that 63 per cent of employers felt the customer-service skills of their staff left something to be desired.