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Home > News > January 2006 > 24-Jan-2006

ICS launches customer service training programme

The Institute of Customer Service (ICS) is launching the ICS ServiceFocus suite of customer service training courses.

The first of these courses, ICS FirstImpressions, is designed to help front-line staff develop their knowledge and understanding of customer service.

Robert Crawford, ICS executive director, said: "The customer experience is vital to organisational success. How staff behave can make a real difference to that experience. Their actions can transform customers into loyal ambassadors.

"ICS FirstImpressions is the latest step in our campaign to raise UK customer service excellence levels. Its central aim is to provide people in front-line customer service roles with a foundation in the knowledge, understanding and skills needed to become a customer service professional.

"The course will inspire delegates to think about the customer service they provide and learn how to apply best practice so that they support their organisation in developing and maintaining long-lasting and exceptional customer relationships."

The ICS says delegates attend two one-day (or four half-day) workshop sessions during which they carry out a wide range of learning activities covering relationships, communication, teamwork and responding to customers.

ICS FirstImpressions concludes with an assessment. The ICS says successful delegates will be awarded the ICS Customer Service Foundation Certificate and a free one year Foundation Membership of the Institute of Customer Service.

Robert Crawford added: "ICS FirstImpressionsT is applicable to organisations of all sizes in the private, public or voluntary sectors, and is a foundation from which to encourage individuals to consider further development."

Two additional ICS ServiceFocus modules are expected later this year - ICS Service Strategy in spring 2006 and ICS Service Management in autumn 2006.

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The Institute of Customer Service

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