FirstImpressions

FirstImpressions introduces frontline staff to the key concepts of customer service, helping them become customer service professionals. It's part of our ServiceFocus training suite.

Benefits

• can be customised to meet employers' needs
• content in line with latest customer service/industry research; keeps organisations and members at the cutting edge of customer service professionalism
• feedback on delivery from the Institute through a quality assurance visit to observe training
• on-site training; flexible delivery times
• delegates working to national standards
• motivates delegates and teams to exceed customers' expectations delivering more satisfied customers and improved reputation for the participant's organisation
• trained delegates delivering improved service will generate customer satisfaction and loyalty and improve performance and profitability
• work based assignments deliver appropriate service improvement plans for the organisation
• independent recognition of individuals' professionalism increasing confidence and job satisfaction
• delegates consider the customer service they provide and learn how to apply best practice
• successful delegates receive one-year individual membership worth £36

Delivering FirstImpressions

In–house delivery

Council and Corporate members of the Institute can apply to have their training provisions approved so that they can deliver FirstImpressions themselves.

In–house delivery is cost effective. It costs £75 per participant.

Find out more about delivering FirstImpressions in–house.

External delivery

You can also arrange for an Institute business partner to deliver FirstImpressions for you. See a list of approved Institute business partners.

Course format

FirstImpressions covers topics such as performance benchmarking, emotional intelligence and non–verbal communication.

It takes 20 hours and is divided into six modules. Participants complete a multiple choice test and submit a work–based assignment.

The six modules

• basic concepts of customer service
• developing relationships with your customers
• communicating effectively
• delivering service excellence through teamwork
• responding to customers
• the you factor