ICS accredited training courses

Lorien Training is an Associate Member of the ICS and has been appointed as an ICS ServiceFocus^TM Business Partner for the delivery of ICS accredited customer service training courses.

ICS ServiceFocus is a suite of training modules with a threefold purpose: to help front-line staff develop their understanding and skills as customer service professionals, to equip managers to manage service delivery, and to educate managers and owners/directors to develop a service strategy and culture.

The first of these courses, ICS FirstImpressions^TM, is a 2-day activity-based improvement module for front-line staff, giving individuals a stimulating blend of information, ideas and knowledge to improve their customer service delivery. On successful completion, delegates receive an ICS Customer Service Foundation Certificate and one year’s free ICS Foundation Membership.

The latest course offering, ICS ServiceManagement^TM is an activity-based improvement course for team leaders and managers who wish to manage customer service effectively and proactively – through motivating and inspiring their teams. It focuses on meeting and exceeding customer expectations by placing customers at the heart of all the team does.

It is a 30-hour improvement programme designed for delivery via group training. Typically the course is run over five half-day sessions with approximately 12 hours of self-study built in to complete the workplace assignment. Delivery of the five half-day sessions will often be two full days plus a final half-day.

What are the Learning Outcomes of ICS ServiceManagement?

• To understand the importance of organisational, team and individual objectives for the delivery of excellent customer service
• To create a customer focused culture within a team
• To organise a team for the delivery of reliable customer service
• To use effective communication methods
• To lead a team to improve customer service
• To understand how to motivate, empower and inspire a team to exceed customer expectations

These courses are usually designed to be run in-house and can be tailored to your organisation's needs. If you would like to know more, please contact us by email on training@lorien.co.uk.