ICS First Impressions

The aim of this workshop is to equip people in front line customer service roles with the skills and knowledge required to develop and maintain long term customer relationships.

Who should attend?

Anyone who wishes to enhance the service they provide their customers.

Course aims and objectives

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

ICS FirstImpressions will help paticipants to think about the customer service they provide and to learn how to apply best practice in order to support their organization in developing and maintaining long-lasting customer relationships.

Course Content

ICS FirstImpressions consist of two one day workshops and an interim assignment.

The programme covers:

1. Basic concepts of customer service
2. Developing relationships with your customers
3. Communicating effectively
4. Delivering service excellence through teamwork
5. Responding to customers
6. The you factor

Successful completion of the programme qualifies participants for Foundation Membership of the Institute of Customer Service.

The two day workshops will be held on the following dates -

Workshop a - 13th May & 17th June
Workshop b - 15th July & 16th September
Workshop c - 14th October & 18th November

See also The Stairway Consultancy and The Institute of Customer Service

Please telephone 01628 526535 for availability and delegate rate

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