Foundations in Customer Service Management – A certificate

Building a consistent culture of service across your organisation

Elevate your team’s customer service with one of our most popular courses: a transformative two-day course designed to instil the mindset and skills of exceptional customer service professionals.  

Join the community of service professionals by enhancing your skills in the core fundamentals of customer service. Through interactive group discussions, live chats, and whiteboard sessions, you’ll engage in a dynamic learning experience. Our expert consultants will guide you every step of the way, ensuring you gain valuable insights and practical tools to excel in any customer-facing or internal customer roles, whether you work on the frontline or in a support functions such as IT or Finance. 

This course can be taken exclusively for your organisation only (either virtually or physically) or booked via our scheduled open courses which are available to all members.   

Enquire here
Our scheduled courses:
Practical and interactive session
Individual feedback
Networking opportunity
Useful tips and insights
Delivered by Institute experts
Finish with a certificate
Apply learning via work-based assignment

Gain insight with diverse perspectives, sharing best practice and networking opportunities. Book a place today by clicking on the button below: 

Book here

Delivery:

Online and in-person

Level:

Certificate

Duration:

2 days

Audience:

Frontline employees, managers, HODs

Our members who have undertaken this course include:
Course content:

The comprehensive two-day course will allow participants into the core aspects of service excellence, from understanding the strategic importance of customer service and aligning organisational culture and values, to mastering the intricacies of effective service delivery and complaint handling.

Delivering the strategy and driving the culture of CX

The processes and tools driving service excellence

| Day 1
  • Introduction and overview
  • Role of a Service Manager
  • Strategy and culture of service excellence
  • Elements of service excellence

Leading through a customer focussed team and environment

Building a service improvement plan

| Day 2
  • Leading and managing for service excellence
  • Service improvement plans
  • Continuing leadership and management development
Customer Service Essentials - Key outcomes
What you will achieve:
  • Understand how the organisation’s purpose, strategy and culture drives the service experience delivered by their team 
  • Create a customer focused culture within the team 
  • Lead, coach, inspire and empower the team to deliver service excellence 
  • Use emotional intelligence and communication skills to drive service excellence through team delivery 
  • Measure service excellence, complaint handling, service recovery and continuous improvement 
6500
professional qualifications undertaken through the Academy
18000
professionals trained via our workshops & courses
10000
certificates issued via our TrainingMark accreditation
What our members have to say about this course:

“The course has certainly made me more aware of what stops us delivering customer excellence at times, and reflect on my own position. It’s been great taking time out and implementing new service plans.”

– Persimmon Homes –
Persimmon Homes

“I found day 2 particularly useful and really benefited from the content discussed there. The assessment was different, raised the level of expectation for understanding the content and expressing that.”

– Gamma Telecoms –

“Brilliant course, would recommend to colleagues looking to enhance their customer service skills.”

– National Highways –
Frequently asked questions

We use Zoom as our preferred platform. 

A reliable internet connection, a laptop/computer with a microphone and camera; paper and pen for notetaking.

An Academy Learning & Development Consultant. You can see who our experts are here.

Your environment – ensure you are in a comfortable location and remove any distractions. Make sure you have tested your connection to Zoom. 

Our courses are only open to members – find out more about becoming a member here.

There may be others attending from other member organisations, presenting an opportunity to network and share thoughts and ideas on the subject. 

For further information, check out the below:
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