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.

Q. What are The Institute’s Professional Standards? 
A. As the professional body for customer service, The Institute develops and draws 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.

Q. What Professional Standards are relevant to me as an Institute Approved Trainer?
A. All Approved Trainers must comply with The Institute 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.

Q. What Professional Standards are relevant to me as an Institute Professional Qualifications Assessor?
A. All Institute Assessors  must comply with 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.

Q. Where can I find more information and resources? 
A:  You can use the following links to find a wide variety of information:

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

Q: Where can I go if I have any questions on The Institute’s professional standards work?
A: If you have any questions on the Codes please contact The Institute's Standards and Quality team on 020 7620 2640 or email the Standards and Quality team.

Q: What do I need to do if I believe I need a waiver or exception?
A: To find out details about the appropriate course of action, please view our Exceptions Policy.

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