Lifetime Training prioritises customer care with ICS course

Lifetime Training has prioritised customer care by working with the Institute of Customer Service (ICS), the independent professional membership body for customer service, to launch new courses in customer service training for Managers and Frontline teams.

An associate member of ICS, Lifetime Training recently enrolled its own Commercial Customer Services Team onto the ICS FirstImpressions course. The training programme has been designed to develop customer service knowledge, skills and understanding for those who deliver customer service in their role, generating ideas which contribute to excellent customer service delivery.

The four course modules include: developing the mind-set of a customer service professional, effective communication, handling challenging customer interactions and delivering service excellence through teamwork.

The course aims to help customer service professionals to understand and deliver excellent customer service, as well as developing a service reputation through trusted customer relationships and demonstrating how emotional intelligence plays a key part in the role of customer service professionals.

Eight Customer Service Advisors from Lifetime were selected to undertake the twenty-hour interactive course. In addition to the two-day training course, Lifetime’s attendees have been tasked with completing work-based assignments and attending one to one support sessions with the course tutor.

Sam Kenward, Head of Commercial Training at Lifetime Training, explained: “The up-skilling and development of the Customer Services Team is a key part of our quality strategy and our commitment to the continuous improvement of the Lifetime learner journey. The FirstImpressions programme develops the customer-focused behaviours and skills required to support our team members in delivering the highest quality of service to our learners. Our partnership with the Institute of Customer Services has created two exciting additions to our range of commercial courses, giving our client an opportunity to take their customer experience to the next level.”

Lifetime’s focus on quality and innovation recently netted them an amazing three Active Training Awards including Best Use of Technology, Large Training Provider of the Year and Apprenticeship Provider of the Year at ukactive’s 2015 event.

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Editor’s notes:

Lifetime Training is one of the UK’s largest vocational training providers. Established in 1995, it now delivers innovative training programmes to more than 20,000 people a year. More than 350 Lifetime trainers and tutors work directly with learners at over 3,000 workplaces and educational centres in order to deliver on both educational and business needs. Lifetime Training is the Active Training Awards 2015 Large Training Provider of the Year and 2014 Flame Awards Supplier of the Year.

For further information contact:
Amanda Baker at Big Fish Public Relations
Tel: 07976 757499

Abigail Harris About the author
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