Training and Development
Your people are the key to delivering customer value and great service. How they perform, behave, and interface not only with customers, but front and back office colleagues is increasingly important for reasons of efficiency and to differentiate your business in highly competitive times. But as an employer and training organisation, we know that you have other objectives:
- Maintaining a positive customer centric culture, and a great customer experience
- Maintaining a culture that supports staff motivation, team development and retaining your good people
- Certificated and non-certificated training
- Talent management - recruiting developing those potential, the right attitudes and skills
- Linking business performance to training to ensure a positive ROI
ICD delivers training in the areas we know most about - creating and delivering excellent customer service and experiences and maximising customer relationships. We are focused on the specialist skills of people who manage the customer experience and develop relationships with your customers - account managers, field sales, marketing managers, outbound telephone sales, inbound customer service and those who contribute to the customer experience in its widest sense. 
We run Customer Experience Management masterclasses which can be tailored for your own sector and organisation. Click here for further information.
We are extending our capability and capacity to deliver a much wider range of certificated and non-certificated programmes, qualifications and development opportunities designed to enhance the customer experience for organisations across the UK. Through a strategic alliance with Quest (Scotland) Ltd, who were the first SQA centre in Scotland accredited to offer SVQ Customer Service Level IV training we have broadened our range of skills and experience.
ICD and Quest share the philosophy that training should make a difference to individuals, that learning should both useful to them and their organisation and it should be enjoyable - in that order!
We have revamped our coaching and mentoring programme and through Quest can now also offer both SQA Vocational Qualifications in Management and Chartered Management Institute awards. Some Management VQs, may even be free for some candidates. Contact Laura@questscotland.co.uk for further details.
For our up and coming training events and workshops go to QUEST Calendar of Events