Train the Trainer ⋆ Institute of Customer Service

Empower your trainers, elevate your team

Our member-exclusive Train the Trainer programme is designed to empower organisations to internally deliver high-impact training sessions from The Institute’s certificate courses. By equipping your in-house trainers with advanced teaching skills and techniques, this programme ensures effective, engaging, and consistent delivery of your educational or training initiatives.

Our training is built on a strong standards framework, designed to elevate every element of your service offering. Through our Service Experience Model, we support the development of a customer-focused culture that drives long-term, sustainable business success for your organisation.

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Audience:

Ideal for team leaders, trainers and coaches

Duration:

Training programme taking place over 3 days

Capacity:

Up to 4 in-house trainers per cohort

Outcome:

Certificates for all participants and approved trainers

Why choose our Train the Trainer:

In-house expertise

Develop a team of internal trainers who can deliver consistent, personalised training to meet the specific needs of your organisation and reduce reliance on external consultants.

Cost efficiency

Training in-house can be more cost-effective than hiring external trainers, especially as internal trainers can adapt the curriculum to new requirements at no additional cost – as long as this is within our framework.

Customised learning

Fully customised training content that aligns with your organisation’s mission, values and specific operational needs, ensuring more relevant and impactful learning experiences.

Continuous improvement

Internal trainers can continuously refine and adapt training programmes based on direct feedback and the evolving needs of the organisation, fostering a culture of continuous learning and development.

Enhanced employee engagement

Trainers who are part of the organisation understand the company culture and dynamics better, leading to more engaging and relatable training sessions.

Professional development

Participants in the course not only gain valuable knowledge but also enhance their own skills in leadership, communication and mentoring, contributing to their professional growth and career progression.

How does it work?

Stage 1

Attend one of The Institute’s certificate courses for up to 12 delegates, including up to 4 in-house trainers, facilitated by one of The Institute’s Learning & Development consultants.

Stage 2

On successful completion of stage 1, your in-house trainers will then attend a 2-day train the trainer course, facilitated by one of The Institute’s Learning & Development consultants.

Stage 3

Your in-house trainers will deliver the certificate course to up to 12 colleagues, observed by one of our consultants. Upon completion, you’ll be signed off to deliver our certificate course internally.

What will you learn?

Delivering end to end content

Establishing key messages

Using questions to enhance delivery

Developing your personal style

The importance of storytelling

Using our Facilitator notes

Opening and managing discussions

Structuring your sessions

Tips for engaging your audience

Best practice training techniques

What content can you train?

CS essentials

Our popular customer service foundation course, designed to develop the mindset and capabilities of top service professionals through interactive learning, expert guidance, and practical tools.

CS management

An advanced course designed for managers and team leaders, aiming to elevate customer service quality by instilling effective leadership and fostering a customer-focused culture.

CS Impact

Empowers participants to strengthen customer relationships, manage challenging interactions, and utilise emotional intelligence effectively.

Coaching for service performance

Explores various coaching styles, delving into the GROW framework, including how to effectively utilise coaching language and philosophies.

We also offer members the opportunity to use the following:

TrainingMark: The Institute’s accreditation of your own customer service training programme
In-house trainer: for those who can demonstrate capability to deliver our courses, without going through our Train the Trainer

Meet our Academy trainers:

Leo Evans

Accredited Assessor & Training Consultant

Robert Lloyd-Jones

Learning and Development Consultant

Alistair Lockhart-Smith

Learning and Development Consultant

Gillian Dale

Management Qualifications Tutor

Testimonials from our Train the Trainers

The member’s challenge

ISIO expanded significantly, adding numerous employees including apprentices and career changers. Post-Covid, they faced backlogs and lacked dedicated trainers. The challenge was to train new employees in effective, empathetic customer interactions, focusing on telephone techniques and understanding customer perspectives.

The impact

ISIO implemented our FirstImpression’s course through Train the Trainer, training five in-house trainers who then trained 80 employees. The training received enthusiastic feedback, reduced complaints and improved customer service. Employees began seeing cases from the customers’ perspective, fostering a culture of empathy and continuous improvement, enhancing overall satisfaction.

The member’s challenge

Despite the extensive size of Belfast City Council, only about 40 people had been trained in customer service, presenting a challenge in scaling the impact of the training across all departments. Additionally, there was no measure of customer satisfaction, making it difficult to track the effects of the training on service quality.

The impact

Since the implementation of the FirstImpressions course through Train the Trainer, customer satisfaction levels have been impressively high, maintaining around 80%. The organisation also saw a significant increase in engagement through webform, from 30 to 120 responses monthly, by optimising the placement of their Call to Action, effectively quadrupling the response rate.

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