Professional standards


As the professional body for customer service, we develop and draw on a wide range of service related standards to support organisations and individuals in delivering excellent customer service experiences.

Standards are built into all Institute products and services to provide effective and consistent measures of service related performance. We also promote the use of other relevant standards such as the National Occupational Standards for customer service.

The Trainer Code of Practice 

This code strengthens current approval and quality requirements for Trainers. It applies to all Institute approved Trainers and contains 16 requirements, each accompanied by guidance explaining how they might be met in practice. To view or download the Trainer Code of Practice please click here.

The Assessor Code of Practice

This code strengthens current approval and quality requirements for Assessors. It applies to all Institute approved Assessors and contains 10 requirements, each accompanied by guidance explaining how they might be met in practice. To view or download the Assessor Code of Practice please click here.


Useful Resources:

Trainer Code of Practice - Frequently Asked Questions

Assessor Code of Practice - Frequently Asked Questions

Assessor Conflict of Interest Declaration Form 

Inclusive Access Policy
and Reasonable Adjustments Request form 

Model CPD log


If you have any questions on the Codes please contact The Institute's Standards and Quality team on 020 7620 2640 or email S&[email protected]

ServCheck

Customer service standard

Organisational accreditation that acts as a National Customer Service Standard

TrainingMark

Training accreditation

Institute accreditation of an in-house customer service training programme

UKCSI Business Benchmarking

Customer satisfaction measurement

Diagnostic survey that benchmarks you against leaders in your sector