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| Providing foundation knowledge & skills to become a customer service professional |
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| Introduction |
| The customer experience is vital to the success of any organisation. The way your people behave can be a deciding factor in whether customers become long-term advocates for your business. We provide this 20-hour training programme to help give your staff the mindset and skills to deliver excellent service from the outset. They are encouraged to think about the service they provide and learn how to apply best practice to develop and maintain positive customer relationships. |
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| Focus |
| ICS FirstImpressions™ is an interactive, activity- based programme which aims to be both informative and fun. The content is designed to allow tailoring to include your company's specific service focus areas, standards and values whilst using the latest industry research on customer service. The timing and logistics can also be tailored to suit your business needs. |
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| Follow-up |
| There is a choice of four workplace assignments to enable participants to apply the learning principles to their own role. The workplace assignment is assessed by the trainer and the participant's manager and contributes 50% towards the overall programme success. |
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| Outcomes |
| At the end of the training, workplace assignment and assessment, participants will have a solid foundation in: |
› Language and concept of customer service
› Importance of clear communication in customer service delivery
› Impact of verbal and non verbal behaviour
› Importance of teamwork in delivering customer service
› Assessing the effectiveness in customer service transactions
› Skills required when dealing with difficult customers |
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| Upon completion, successful participants are awarded the ICS Customer Service Foundation Certificate and a one year Foundation Membership of the Institute of Customer Service. |
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ICS FirstImpressions™