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Develop and recognise your customer service skills

We offer a range of professional qualifications to develop and recognise customer service skills at all career levels.

Our work-based qualifications develop a set of transferable skills and behaviours to improve performance and motivation, whilst recognising customer service professionalism

Our professional qualifications recognise excellent customer service skills, knowledge and behaviours. An Institute of  Customer Service qualification measures high standards of service, enabling you to demonstrate a high performance standard, and a commitment to continuous development.

Benefits for employees

  • Reflect on practical, day–to–day actions and behaviours
  • Apply your reflections to your organisation and team, not just your own role
  • Develop transferable skills that can be used across roles
  • Flexibility: no rigid time limits – you can work at your own pace
  • Assessed through professional discussion rather than examination

Benefits for organisations

  • Motivate employees and enable them to relate their service delivery to the organisation
  • Develop employees skills in communications, problem- solving and encourage innovation

Benefit from an Institute qualification

  • We offer several different management and professional qualifications. To find out more, contact our team today
  • Member organisations can become approved in-house trainers if you have a training function and the required expertise

Professional qualifications

We offer several different management and professional qualifications, find out how useful they could be to your company or personal career.

Management Qualifications

Doing for today 

Focusing on key behavioural skills and the wider purpose of your job role, the Communications qualification develops the skills needed to build relationships with customers and colleagues in the context of the organisation

The Communications qualification:
• Is customer-focused, developing employees’ ability to deliver excellent service
• Is suitable for any role and offers core skills to front-line staff as well as those managing and/or leading customer service organisations
• Covers essential skills for those dealing with internal and/or external customers
• Helps deliver consistent customer service in all situations, regardless of sector
• Employees consider the impact of their skills, attitudes and behaviours on their customers, organisation, colleagues, and their own performance
• Is a pathway in to other Institute qualifications

The Communications qualification can be taken on its own or with the following:
• Combined qualifications with Solutions and/or with Innovations

Research Hub

Developing for tomorrow 

Solutions focuses on developing the skills to solve customers’ problems. 

To achieve the qualification, practitioners must demonstrate that they inspire confidence, are pro-active, and respond quickly to service trends and customer feedback. They must also demonstrate that they are a team player who gives practical support to others to help them improve their performance. 

The Solutions qualification:
Focuses on the customer and develops skills in identifying, creating and providing solutions for improvements in service 
Allows employees to demonstrate they are able to work independently and show initiative to identify and propose solutions to recurring issues that impact on customer service delivery 
Encourages practitioners to be pro-active about their own personal development 
Ensures practitioners to consider the impact of their proposed solutions on their customers, organisation, colleagues and themselves 

The Solutions qualification can be taken in the following combinations: 
Solutions on its own (provided Communications or accepted equivalent has been previously achieved)
Solutions with Communications (compulsory to take together if no accepted equivalent or Communications qualification achieved)
Solutions with Innovations (provided Communications has been previously achieved) 
Solutions with Communications and Innovations combined 


Creating for the future 

To achieve the Innovations qualification practitioners must demonstrate they are pro-active, flexible, creative and always looking for new ways to improve customer service. 

 They will need to provide examples of how they have identified, developed and implemented new service improvements, and how they translated into tangible results.  Practitioners must also demonstrate how they motivate and influence others and how  improvements contribute to customer loyalty and retention, as well as the future success of the organisation.

The Innovations qualification:
Offers continued development after Communications and/or Solutions qualification is achieved 
Allows participants to develop, implement and evaluate customer service solutions 
Ensures that developed skills are underpinned by knowledge and understanding that ensures employees are able to work pro-actively with colleagues to gain support for change 
Ensures employees are able to consider the impact of the implementation on customers, colleagues, organisation and themselves 
Encourages employees to be pro-active about their own personal development 

The Innovations qualification can be taken in the following qualification combinations: 
Innovations on its own (provided Communications or acceptable equivalent is held)
Innovations with Communications  
Innovations with Solutions (if Communications qualification has been achieved) 
Innovations with Communications and Solutions combined 

N.B: This qualification builds on the Communications module – all participants must have completed Communications at a minimum or be registered for Communications so they can complete both qualifications concurrently. 


Developing people

Our Customer Service Coach qualification recognises the valuable and skilled work that professional qualifications coaches perform.

Using coaching techniques and skills, the Customer Service Coach qualification requires you to improve your organisation’s service delivery through those you coach.

The Customer Service Coach qualification:
• Focuses on customer service coaching and is aimed at those supporting individuals who deal with customers
• Allows coaches to demonstrate they support excellent customer service delivery in others through their coaching skills
• Encourages practitioners to be pro-active about their own personal development
• Ensures practitioners consider the impact of their coaching on their coachees, organisation, colleagues and themselves

Professional Qualifications Support

Support for organisations that use The Institute’s Professional Qualifications

  • A dedicated Client Development Director will support your Qualifications Programme Manager (QPM) to develop an implementation plan
  • Online support materials and documentation: our blended learning approach includes online reading with practical reflective activity and workshops and best practice forums to support those key roles
  • Expert facilitators to maximise learning and development

Support Framework for Professional Qualifications

We offer a framework of support for organisations that commit to deploying Professional Qualifications

  • Developing knowledge and understanding of how to plan, run and review a programme successfully
  • Sharing best practice and discussing solutions to common challenges
  • Networking with other QPMs
  • Supporting the standards, consistency and quality of coaching delivered in your organisation
  • Sharing best practice and discussing solutions to common challenges
  • Providing information resources and guidance to develop the skills of your Professional Qualifications Coaches
  • Supporting start-up of Practitioners taking a qualification
  • The Institute trains and accredits Assessors in your organisation to ensure they provide high standards of assessment for individuals who are taking qualifications
  • We also conduct an ongoing programme of Assessor quality assurance to support continuous professional development
  • UK-wide programme of forums, building a networking of expertise and learning
  • Supporting the standards, consistency and quality of qualifications assessment through developing Assessors’ knowledge and skills
  • Sharing best practice and discussing solutions to common challenges

"The course has certainly made me more aware of what stops us delivering customer excellence at times, and reflect on…View full case study

Persimmon Homes

"I found day 2 particularly useful and really benefited from the content discussed there. The assessment was different, raised the…View full case study

"Brilliant course, would recommend to colleagues looking to enhance their customer service skills." - National Highways -

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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