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Our Academy is a member-exclusive centre of excellence for customer service training.

We provide additional services to our members including end-to-end delivery to support your recruitment, development and retention.

We can support your long-term vision and strategy and improve your organisational performance with large-scale training programmes tailored to your requirements.

Choose from our range of interactive customer service training and personal development programmes – all delivered by our expert team to nationally recognised standards.

Improve the service skills, confidence and capability of your people at all levels –  from the frontline, to managers and team leaders. Our programmes lead to tangible positive outcomes for your colleagues, your organisation and your customers.

Proven training methodologies - backed by our research

Institute research shows that 67% of customers who had a great experience with an employee said they would buy again from that organisation, compared to 11% who had a bad experience. Our programmes enable your people to ‘get it right the first time’ – building trust, loyalty and lifetime customer value.

Most customers (84%) feel that customer facing staff need more training. How well prepared are your front-line and management teams when it comes to improving customers’ experience? Do they have the skills, training and capability to meet customer needs?

Academy Training

A suite of training programmes tailored to your needs

Our popular ServiceFocus suite offers four courses. Each can be tailored to fit your specific requirements. They provide a solid grounding in the essential principles, skills and practice of customer service.

All our training courses are underpinned by independently-recognised standards, and delivered by experienced training practitioners.

What do we offer?

We can manage and deliver the following:

  • A selection of 20-30 hour training programmes for people who deliver internal or external customer service, or coach/manage teams to deliver and improve service
  • Four courses in our ServiceFocus suite: FirstImpressions, ServiceManagement, ServiceImpact and Coaching for Service Excellence
  • Our ‘Train the Trainer’ programme lets you develop and recognise your own trainers from where you want to deliver some of our short programmes in-house
  • Assessment for Institute accreditation and endorsements
  • Our qualifications manager support service provides resource and expertise where you are running a qualifications programme
  • Masterclasses and workshops, some of which we delivery virtually, including: Complaints Handling, Customer Journey Mapping and Vulnerable Customers

Why choose the Academy for your training and development?

We develop and deliver blended learning solutions that cater to the needs of all our members, regardless of sector or specialism. As an integrated part of your engagement with The Institute, our unique suite of products and services develop mindset, skills and knowledge which will assist in delivering your strategy and optimising business performance. Along with The Institute’s Professional Qualifications, they can be used to develop a consistent approach in service delivery and enhance the customer experience.

This helps 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 potential and increase the agility of your team.

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The NatWest team discuss the impact they have seen from embedding The Institute's Professional Qualifications…View full case study
NatWest Group
NatWest Group
Watch the team at Unum share how the Professional Qualifications programme help them develop key skills and capabilities and helped Unum put the customer at the heart of everything they do.…View full case study
Georgina Overton, Shelley Beaumont, Holly French & Stuart Demmon
Watch Simon Wilkes MMICS, Business Enablement Manager at NatWest discuss his experience of The Institute's Management Qualification programme.…View full case study
Simon Wilkes MMICS
Head of Business Enablement at NatWest Corporate & Institutional Servicing

Looking to embed a service culture through professional development?

Contact our expert team to discuss your objects and create a programme to fit your requirements

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