Course delivery methods

ServiceFocus courses are delivered by approved in-house trainer applications from member organisations who meet our standards and quality assurance requirements. If you are enquiring about facilitated in person delivery of our courses, or wish to discuss your organisational training/people development needs please visit Institute of Customer Service Academy

Become an approved in-house trainer

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.


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


A 20 hour interactive training course

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

Contact us

Call or email one of our team today

To find out more about the Institute of Customer Service and how we can help your organisation to improve customer satisfaction.

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.