The Academy will help your organisation stay ahead of the competition by improving the skills, engagement and impact of your teams. Through a series of people development programmes based on the latest techniques and Institute research it will help you maximise the full potential of your team. 

What training programmes are available through The Institute of Customer Service Academy?
The Institute Academy offers organisations the ServiceFocus suite of people development, comprising FirstImpressions, ServiceManagement, ServiceImpact, Coaching for Service Excellence and Train the Trainer. Each are detailed in the boxes below.

First Impressions

What is FirstImpressions? 
First Impressions is a training course designed to improve the skills, knowledge and understanding of customer-facing staff. This course includes four modules, which are: 

- Developing the mindset of a customer service professional
- Effective communication
- Dealing with challenging customers
- Delivering service excellence through teamwork.

Service Management

What is ServiceManagement? 
ServiceManagement is an interactive course for team leaders and managers. The course hones skills in engaging, developing and managing a team of customer service professionals to create a customer-focused culture. The modules include: 

- Strategy and culture of service excellence 
- Elements of service excellence
- Leading and managing service excellence:
   part 1 - Creating and sustaining a customer focused environment, and
   part 2 - Creating and sustaining a customer focused team.

Service Impact

What is ServiceImpact? 
A short course that builds on your employees’ foundation level knowledge and skills acquired during the FirstImpressions course, or equivalent training. Based on The Institute’s unique Service Type Indicator Framework, areas covered by the course include:

- Developing deeper customer relationships 
- Service styles and customer types using the Institute’s Service Type Indicator Tool 
- Emotional intelligence and service focus 
- Dealing with challenging situations 
- Continuing professional development. 

Coaching for Service Excellence

What is Coaching for Service Excellence?  

This activity-based improvement course offers an opportunity for individuals who want to develop their core skills as an effective coach. Using The Institute’s own framework, the content is tailored to deal with the significant challenges faced when trying to develop employees within a fast moving service environment. Suitable for managers and non-managers, the areas covered are:

- Coaching foundations
- Coaching styles
- A coaching language and philosophy 
- Continuing professional development. 

Train the Trainer

What is Train the Trainer?  
This course offers organisations with their own training team, the opportunity to develop skills to deliver The Institute’s courses in-house. With the support of an Academy consultant, trainers will familiarise themselves with the content and prepare their delivery plan through this ten day trainer programme. Participants will receive personal development and feedback from an Institute expert. This course is available to organisational members only. 

Management qualifications

Customer service management and strategy qualifications


Why membership matters

Course delivery methods

Do you need an in-house trainer?

Are you looking for market insight?

Institute membership gives you exclusive access to customer service research across all sectors.

Are you looking to set and raise your standards?

Our training and accreditation programmes can raise your service standards.

Are you looking for organisational membership?

We support some of the UK's leading businesses in improving their customer service.