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ICS FirstImpressions

For staff aspiring to become customer service professionals

Course Aim:
ICS FirstImpressions is a 20 hour activity-based improvement programme.

It provides a foundation in the knowledge, understanding and skills required by people in front -line customer service roles.

ICS FirstImpressions will help delegates to think about the customer service they provide and to learn how to apply best practice in order to their organisation in developing and maintaining long-lasting customer relationships.

Learning Outcomes:
The course will help delegates develop a sound foundation in:

  • the basic language and concepts of customer service
  • understanding why developing relationships with customers is vital for business
  • the importance of effective communication in the delivery of customer service
  • recognising the effective verbal and non-verbal communication behaviours in customer service transactions
  • understanding different ways of team working in the delivery of customer service and why this is important
  • the importance of assessing the effectiveness of customer service transactions
  • the methods of communicating with difficult customers and how to recognise and react appropriately to difficult customer service situations

Length:
Three days one week apart with a work based assignment

Size:
Ten delegates


Programme
Day 1
09:30 Introduction and Quick Start Guide
10:15 Basic concepts of customer service
10:45 BREAK
11:00 Basic concepts of customer service
12:45 LUNCH
13:45 Developing relationships with your customers
15:15 BREAK
15:30 Workplace assignments
16:30 End of day 1
Day 2
09:30 Progress with Workplace Assignments
10:30 BREAK
10:45 Communicate effectively
13:00 LUNCH
14:00 Deliver service excellence through teamwork
15:00 BREAK
15:15 Responding to customers
16:30 End of day 2
Day 3
09:30 Responding to customers continued
10:30 BREAK
10:45 The You factor
12:45 LUNCH
13:45 Feedback and review of workplace assignments
15:15 BREAK
15:30 Multi-choice questionnaire and the next steps . . .
16:30 End of day 3

Customer Feedback

“Excellent course. Highly recommended, I feel empowered.”
Debby Coveney Customer Service Team Leader London Borough of Greenwich

“ Excellent. Nice to get a qualification after the course."
Randeep Bochu Customer Service Adviser London Borough of Hillingdon

“Excellent. I will apply all I've learnt to provide perfect customer service."
Elizabeth Brown Customer Liaison Officer London Borough of Lambeth



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Course index Full Course Info