Institute of Customer Service (ICS) FirstImpressions™
ICS FirstImpressions™ 
The Institute of Customer Service launched ICS FirstImpressions™ in 2006. Caroline was part of the original advisory panel helping to design the programme. It is a 20-hour course full of activities and interaction, so that staff can enjoy a stimulating introduction to information, ideas and knowledge which will make great improvements to their customer service skills. A 120-page participant guide complements the training.
When they complete the course, participants receive:
- An ICS Customer Service Foundation certificate
- One year’s free ICS Foundation membership
As business partners we deliver this together with ICS ServiceManagement™ on behalf of the Institute both nationally and internationally.
The central aim of the programme is to help people think about the customer service they provide and learn how to apply best practice so that they support their organisation in developing and maintaining long-lasting customer relationships.
Learning and assessment methods
Delegates attend two one-day (or four half-day) workshop sessions with a gap of about three to four weeks between the first and the last, during which they carry out a wide range of learning activities.
The programme consists of a Quick Start Guide, six modules and a Workplace Assignment.
1 Basic concepts of customer service
2 Developing relationships with your customers
3 Communicate effectively
4 Deliver service excellence through teamwork
5 Responding to customers
6 The you factor
Workplace Assignment
The participants will also be asked to complete a workplace assignment, which can be customised to maximise the benefit to both the individual and the organisation
ICS FirstImpressions™ concludes with a multi-choice assessment and when successfully passed, they will be awarded their Foundation Certificate and one year membership of the Institute..
Click here to print pdf version of ICS FirstImpressions™
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