ICS FirstImpressions

A two-day training course, providing the foundation knowledge and skills to become a Customer Service Professional

The customer experience is vital to the success of any organisation, and the way your people behave can determine whether your customers eventually turn into loyal advocates for your business.

Introducing ICS FirstImpressions

• Two one-day workshops, plus a half-day assignment in the workplace
• Suitable for front-line service staff interacting face-to-face or via telephone
• For groups of eight upwards, from the same company

Areas of focus

• Dealing with difficult customers
• Recognising the impact of verbal and non-verbal communication
• The ‘you’ factor

How will my organisation benefit?

• An improved customer experience through positive service behaviours
• A structured, visible programme of investment in your service staff
• A recognised award for use within personal development programmes
• Participants gain Individual membership of the ICS for a year, guaranteeing independent recognition and support

ICS FirstImpressions is part of the ServiceFocus suite of training programmes. To attend one of our free ServiceFocus taster sessions, visit our Events page.