As part of our mission to lead customer service performance and professionalism, we’ve developed a range of products and services to help organisations improve their performance and deliver improved customer service.
We’ve developed some products in partnership with specialist organisations, while others are delivered by suitably qualified providers. Some of these services are included with ICS organisational membership and others are at a discounted price for ICS members.
- ICS Model for World-Class Service
Many ICS services are based on this model on which all types of organisation can base their service delivery and customer experience
- ICS JobsBoard
Full-time, part-time, permanent, contract, public sector, private sector and third sector. Customer service vacancies at all levels and in all business sectors can be found on ICS JobsBoard.
- ICS FirstStep
Two psychometric tests to help in selecting staff for in-bound contact centre and face-to-face customer service roles.
- ICS ServiceFocus
Two ICS developed training courses are delivered by our business partners. They are ICS FirstImpressions at foundation level and ICS ServiceManagement for customer service team leaders and managers.
- ICS Business Partners
ICS Business Partners are approved ICS Associate members who are licensed to deliver certain ICS products. Find out how to become an ICS Business Partner.
- ICS Conferences
A fantastic way to learn, keep abreast of new developments and share best practice as well as meeting customer service managers and professionals from a wide range of business sectors.
- ICS ServCheck
Organisations across all sectors can use this online tool to assess their commitment to customer service, benchmark against other organisations and develop improvement plans.
- UK Customer Satisfaction Index (UKCSI)
The Index enables consumers to see what sectors give the best service and who the top organisations are in each sector, while organisations can benchmark their performance against the best in the UK. The views and priorities of over 200,000 customers featured in its development.
- Irish Customer Satisfaction Index (IrishCSI)
The Index enables consumers to see what sectors give the best service and who the top organisations are in each sector, while organisations can benchmark their performance against the best in the Republic of Ireland.
- ICS ServiceMark
A unique accreditation scheme for organisations, ICS ServiceMark is based on scores from ICS ServCheck and UKCSI together with the results of an on-site independent assessment.
- ICS Touchstone
Designed specifically for public sector organisations, ICS Touchstone is a simple yet effective method of assessing the effects of an organisation's actions in relation to its customers' experience.
- National Customer Service Week
In the first full week of October each year, we encourage organisations around the world to celebrate the role of customer service professionals.
- Speakers
Members of the ICS team can add great value to a public conference or in-house event.