Course delivery methods

Both ServiceFocus courses are delivered by approved business partners or approved in-house trainers (from within Council or Corporate member organisations) who meet our standards and quality assurance requirements. There are three routes to accessing either course:

Become an approved in-house trainer

Become an approved in-house trainer

Council or Corporate 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.

Select a business partner

Select a business partner

If you do not wish to become an approved trainer or business partner, you can select an existing business partner to deliver ServiceFocus courses in your organisation.

The following organisations are approved by the Institute to deliver ServiceFocus courses, and undergo annual quality assurance reviews by the our standards and quality team.

Please contact them directly using the details from their link.


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.