ICS First Impressions

ICS FirstImpressions is a foundation course developed by the Institute of Customer Service, the pan-European, not for profit organisation whose mission is to help organisations deliver excellent customer service.

Run over two days, this activity based improvement course for front-line staff gives individuals an introduction to information, ideas and knowledge to help their service delivery.

In addition to two classroom sessions, participants are also expected to apply the knowledge they have gathered to complete a workplace assignment, allowing the delegate to make a real difference to the level of customer service in the organisation.

Key Modules on the course include:

• Basic Concepts of Customer Service
• Developing Relationships with your Customers
• Communicating Effectively
• Delivering service excellence through teamwork
• Responding to customers
• The you factor

All delegates receive a 120 page Participants Guide and those who are successful in passing the course are awarded with the ICS Customer Service Foundation Certificate and a free one year Foundation Membership of the Institute of Customer Service.