Top tips for using The Institute’s Qualifications

29th Apr 2020

Reasons to train and engage people

The current challenging situation brought about by the coronavirus means that organisations have to be innovative, creative and there may be time to multi-skill and develop people.

The Institute’s research on Employee Engagement ‘The Customer Knows: How employee engagement leads to greater customer satisfaction and loyalty’ provided six key recommendations for engaging employees, that are key as organisations deal with the impact of the COVID-19 crisis.

One of the recommendations is to develop employees - to support wellbeing, the feeling of recognition and being valued, supporting customers, being innovative to support business performance, improved productivity and having a purpose. 

The Institute’s Professional Qualifications in customer service are a structured programme, managed in-house, and can be accessed and run virtually, to help bring improvements to your service capabilities. 

Participants are encouraged to apply their learning to real on the job situations and demonstrate a tangible, positive impact on customer service outcomes. 

We will support you through a structured programme, content and expert guidance from our specialist team, which you can access virtually, backed by our independent standards. Our online Professional Qualifications can be accessed anywhere, at any time, providing a great opportunity to support and develop employees who are on furlough – developing practical skills and behaviours in readiness for their return to work. We’ve put in place some alternative ways of gathering relevant evidence and can work with you to manage existing programmes or launch new programmes in this way. You will also be provided with virtual support from our expert facilitators. 

Professional Qualifications programme – if you are thinking of starting a programme - top tips 

Whether you are currently undertaking a Qualifications programme or considering starting up a programme, we have made this possible to do during this time.

Our Professional Qualifications are delivered via our Virtual Learning Environment (VLE), which is a website that people can log into wherever they can get online. The current challenging circumstances provide individuals with plenty of evidence of how they have had to be creative, think about how they are delivering service and improved communication to maintain service excellence. 

A key part of the Professional Qualifications programme is peer coaching and the VLE enables real-time viewing of progress, which can be discussed in coaching sessions over the phone. Included free in your membership are Coaching Skills Workshops and Assessor Development Workshops – these are usually held face-to-face. We have adapted these workshops to be delivered virtually using Zoom technology. These have worked well and continue to be offered to members until current circumstances improve. Additional 1-2-1 support is also in place following the sessions, where required, to support you in starting your programme. 

If you are part way through a Qualifications programme – top tips 

Team Leaders and Managers 

If furloughed

This link to the government website states that employees can take part in training (under when employees are furloughed). 


Our Management Qualification is a virtual course with a practical emphasis, supported by an Institute course tutor. In a period when time and resources are under severe pressure, the combination of learning and practical assignments will help improve and focus your ability to manage in a hugely challenging environment.

If you are interested in any of these qualifications please get in touch with your Client Relationship Director in the first instance, or email [email protected]

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