Training courses

ServiceFocus is our training programme suite for frontline staff and team managers.

It consists of two courses:

• FirstImpressions is a 20 hour course for frontline staff that serves as an introduction to customer service information, ideas and knowledge
• ServiceManagement is a 30 hour course that helps managers and team leaders motivate and inspire their customer service teams

Delivering ServiceFocus

Delivering Institute–approved training in–house

We can assess and approve your training provisions so that you can deliver ServiceFocus yourselves. The advantages to delivering ServiceFocus in–house are:

• cost effective: £75 per participant
• individual membership: course delegates receive a one year individual membership to the Institute and a certificate of attainment

Find out more about delivering ServiceFocus in–house

External delivery through our business partners

Alternatively, you can arrange for one of our approved business partners to deliver the training for you. See a list of our business partners.

If you're interested in becoming a business partner, find out more.