Qualifications and training

As the professional body for customer service The Institute offers a range of products, services and information to support development of individuals and improving the skills and abilities of customer service professionals in the UK.

The Institute offers a wide range of qualifications and training courses

As the professional body for customer service the Institute offers a range of qualifications in customer service appropriate for individuals at all stages of their career.

Our customer service training courses - suitable for customer facing people, team leaders and managers - enable you to build a consistent culture of service across your organisation.

Professional qualifications

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

Customer service management and strategy qualifications

Designed for customer service leaders and managers

Our management and strategy qualifications combine customer service and management learning to improve the personal effectiveness of teamleaders and managers – and deliver tangible business benefits

Case studies

Read feedback from members that have completed qualifications

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

Case Studies

Isos Housing: Pursuing excellence together

If anybody was considering joining the Institute, and going for ServiceMark, they shouldn't be deterred; it's not a complicated process.

Richard Tate Customer services manager, Isos Housing
See all Case Studies

Benefit from an Institute qualification

We offer several different management and professional qualifications.  Find out how useful they could be to you<

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FirstImpressions training course

A 20 hour interactive training course

FirstImpressions delivers training to improve customer service skills, knowledge and understanding for customer facing staff

ServiceManagement training course

A 30 hour interactive training course

Our ServiceManagement course develops the knowledge and skills of managers and leaders to help their team deliver better service

Course delivery methods

Delivered through your approved in-house trainers

Member organisations can become approved in-house trainers if they have a training function and required expertise in delivering customer service and/or Service Management related training.

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.