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

ICS FirstImpressions™ is a 20-hour, activity-based training programme for front-line service staff interacting with customers face-to-face or by telephone. Participants attend two one-day workshops, as well as completing a half-day workplace assignment.

The programme employs a stimulating blend of activities, ideas and knowledge to encourage participants to think about the service they provide and learn how to apply best practice to support their organisation in developing and maintaining positive customer relationships.

Once completed, successful participants will be awarded the ICS Customer Service Foundation Certificate and receive free one-year Foundation Membership of the Institute of Customer Service.

Timing and logistics can be tailored to meet your business needs and fit around your peak times.