First Impressions is a 2.5-day face-to-face session where you’ll be equipped with the essential skills and behaviours to deliver higher levels of customer satisfaction which is key to building loyalty, trust and reputation.
First Impressions is designed to help you develop the mindset of a customer service professional, teaching you to put the customer’s needs first and go a step further to think above and beyond what can be done to improve the customer experience.
The programme focuses on refining communication skills and knowledge to deliver excellent service.
It will also develop you to industry standards and certify you as a customer service
professional in service excellence with opportunities to refine your skills further
via Continuous Professional Development.
Click each one to get a sneak peek into what’s in store.
Developing the mindset of a customer service professional
Communicating effectively
Dealing with challenging customer interactions
Delivering service excellence through teamwork
We’ve also included a service improvement opportunity for you to apply learning into action and further enhance your,your team’s, and Sky’s customer service. You will also produce a personal development plan.
Identify strengths and areas for improvement to deliver excellent customer service
Use the mindset of a customer service professional to improve relationships, build trust with customers and colleagues, and achieve customer satisfaction
Achieve successful customer outcomes with empathy and emotional intelligence.
Communicate effectively with customers and colleagues
Deal with challenging customer interactions with confidence
Recognise the skills, attitudes and behaviours that create a winning team
Increases skills, capability and confidence to deliver customer service excellence
Encourages ownership and identifies improvement opportunities for delivering service excellence
Certified as a customer service professional
1 year’s free access Foundation membership to the Institute of Customer Service
Raises self-awareness and focuses on areas for further development
Refines skills further through a range of professional benefits and resources supporting continuous professional development