FirstImpressions

Features

• Work-based assignments to develop service improvement plans for your organisation
• Content based on the latest customer service research and practice
• On-site training with flexible delivery times
• Course delivery can be customised to meet employers' needs
• Delivery is quality assured by the Institute to maintain consistency, quality and standards
• Certification by The Institute of Customer Service

Benefits

• Develops customer-focused behaviours, skills and competence based on best practice
• Motivates individuals and teams to understand and exceed customers' expectations
• Independent recognition of individuals' professionalism
• Increases confidence and job satisfaction
• Keeps organisations and individuals at the cutting edge of customer service professionalism
• Helps build and develop a consistent customer service culture across the organisation
• Option for course delegates to benefit from continuous professional development through Individual Membership of the Institute

First Impressions course structure

The 20 hour FirstImpressions course is typically delivered as a two day group training course with a gap between each day to allow for identifying and developing a service improvement opportunity.

Participants will:

• Complete a training workbook during the course
• Identify and agree with their manager a Service Improvement Opportunity for their organisation
• Take their improvement opportunity back into the workplace to implement
  

The course consists of four modules:

• Developing the mindset of a customer service professional
• Communicating effectively
• Dealing with challenging customer interactions
• Delivering service excellence through teamwork

Learning Outcomes

The course helps participants develop a solid foundation in:

• Fully appreciating their role as a customer service professional
• Knowing what excellent customer service is, and how to deliver it in their role
• Developing a service reputation through trusted customer relationships
• Communicating effectively in the delivery of customer service
• Demonstrating how Emotional Intelligence plays a key part in their role as a customer service professional
• Feeling confident in using appropriate behaviour when dealing with challenging customer interactions
• Recognising the skills, attitudes and behaviours that create a winning customer service team