Stairway Consultancy and the Institute of Customer Service


The Stairway Consultancy has become one of the Institute of Customer Service's ServiceFocus Business Partners.

ICS ServiceFocus is a suite of training modules, developed by the Institute of Customer Service, aimed at:

• helping front-line staff develop their understanding and skills as a Customer Service Professional
• equipping managers to manage service delivery
• educating managers and owners/directors in developing a service strategy and culture.

The first of these courses, ICS FirstImpressions, is a 20 hour activity-based improvement module for front-line staff which gives individuals a stimulating blend of information, ideas and knowledge to improve their customer service delivery. It comes complete with a 120 page Participant Guide.

On successful completion, delegates receive:

• an ICS Customer Service Foundation Certificate
• one year's free ICS Foundation Membership

Two additional modules are also available:
• Service Strategy
• Service Management.

The Stairway Consultancy is accredited to deliver all of these programmes. For further information, please call + 44 (0)
1628 526535 or email

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