ICS ServiceManagement

A three-day training course, building management skills to deliver exceptional customer service through teams

It is well-known that employee engagement has a dramatic impact on external customer service delivery. And research tells us that the number one influence on an employee’s level of engagement is their line manager. Therefore, developing managers who are skilled in supporting and leading their teams is as important as training the service providers themselves.

Introducing ICS ServiceManagement

• 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

• The importance of organisational, team and individual objectives for the delivery of excellent customer service
• Creating a customer-focused culture within a team
• Organising a team for the delivery of reliable customer service
• Motivating, empowering and inspiring a team to meet and exceed customer expectations

How will my organisation benefit?

• Provides foundation management and leadership skills consistent with company values, goals and priorities
• Inspires participants to lead teams effectively to deliver exceptional service
• Successful participants gain Foundation 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.