First Impressions

First Impressions - an Institute of Customer Service Course

“A foundation course in customer service”

Overview:

This Institute of Customer Service course is an activity-based course for individuals seeking a foundation in the knowledge, understanding and skills required by people in front-line customer service roles.

ICS First Impressions will help you to think about the customer service you provide and to learn how to apply best practice in order to support you organisation in developing and maintaining long-lasting customer relationships.

Course Structure

This is a group training course delivered over 20 hours. Typically one full day, followed by an in-work assignment followed by a second full day up to 6 weeks after the first.

The Workplace Assignment will give delegates the chance to put what they have learnt into action. There is a choice of Assignments and they may be customised to meet the needs of the organisation.

In order to complete ICS First Impressions and become a foundation member of the Institute of Customer Service, delegates will also complete some assessed activities during the course.

Course Content:

• Basic concepts of customer service
• Developing relationships with your customers
• Communicating effectively
• Delivering service excellence through teamwork
• Responding to customers
• The You factor