Customer service body introduces in-house training certificationby
The UK’s professional body for customer service personnel has introduced a formal certification scheme for in-house training programmes applicable to companies across all sectors.
Organisations that have already achieved the Institute of Customer Services’ TrainingMark accreditation today include Ford Retail, Santander, Virgin Media and the British Council. Ford Retail was awarded the logo for its £1.2 million ‘Moments of Truth’ initiative, which was aimed at helping the company provide the best customer service it could, for example.
The Institute’s chief executive Jo Causon said: "Accreditation by the UK’s professional body for customer service is a valuable endorsement of an employer’s internal training. It’s also a powerful statement for any organisation to make to customers and competitors because it demonstrates an unwavering commitment to deliver customer service of the highest quality."
The independent endorsement provided by the scheme likewise helped to provide staff with a ‘feel-good’ factor about their employers’ development programmes, which boosted individual motivation, job satisfaction and commitment, she added.
Another benefit was the opportunity provided to organisations to measure and benchmark tailored courses against national standards and to receive independent feedback on their performance, Causon said.
The accreditation scheme is aimed at large organisations with established customer service or contact centre training courses or at organisations developing large training programmes. It is also targeted at specialist service providers that deliver multiple customer service training events.