The IIC Ambassador Award
The CPD Accredited IIC Ambassador Award is a prestigious recognition that is designed to create customer champions. Whatever industry or sector you work in, this award is aimed at equipping you with the skills and knowledge to deliver a remarkable customer experience. It emphasises the importance of understanding customer needs and exceeding their expectations. By completing this course, you will gain valuable insights into building strong customer relationships and enhancing customer satisfaction, no matter what your role, or who you work with.
The IIC Ambassador Award is completely yours, so you can add it to your cv and advertise it with pride as a personal qualification.
The course has reached the required Continuing Professional Development standards and benchmarks. The learning value has been scrutinised to ensure integrity and quality. This course can also count towards your CPD points.
Become an IIC Ambassador
The IIC Ambassador Award emphasises the importance of customer-centricity across job roles and industries. This means that regardless of your position within an organisation, be it a frontline employee or a manager, your role in creating exceptional customer experiences is instrumental. This course will provide insights and examples from various industries, showcasing how customer-centricity can be applied in different contexts. By understanding the broader impact of customer-centricity, you will be motivated to contribute towards a customer-centric culture within your organisation.
What's in it for me?
- Develop new skills and enhance existing ones
- Gain an industry-recognised, transferable CX award
- Raises your profile within your role.
“I found the programme to be insightful and the knowledge gained will help me to enhance communications and customer experience.”
KH - Customer Engagement Manager
Corporate benefits
- An award to add to your Employee Benefit package
- Demonstrates a commitment to Customer Care and focus to your clients
- Helps drive Customer Experience throughout the company.
“I would advise any company who may be looking to really enhance the importance of Customer Experience (CX) and drive client retention, to put their staff through this brilliant course. I feel it has really enhanced my team’s customer experience knowledge and will certainly help them in becoming true ambassadors in our strive to drive the importance of Customer Experience throughout the company. Once again, Investor in Customers (IIC) show they understand the marketplace and what true Customer Experience is all about.”
PO, Director, RSSB
Example Curriculum
- Understanding Customer Needs - Introduction (0:58)
- About Understanding Customer Needs
- Customer Service vs. Customer Experience
- Knowing and Understanding your Customers
- Needs, Wants & Expectations
- Active and Effective Listening
- Anticipating Customer Needs
- Seeing from the Customers Eyes
- Internal Customers
- Your learning so far
- Summary
- Meeting Customer Needs - Introduction (1:18)
- About Meeting Customer Needs
- From Insight to Action
- Why quality is more than “the thing you deliver”
- Why the ‘right solution’ matters more than the ‘best solution’
- Why feedback is only valuable when it changes something
- Customer Effort - Making it easy to do business with you
- Ownership and Follow - Through
- Consistency Across Channels and Teams
- Your learning so far
- Summary
- Delighting Customers - Introduction (1:22)
- About Delighting Customers
- Why fairness is emotional, not contractual
- Why getting it right creates calm, confidence, and trust
- “The Customer Is ‘Always’ Right” - Why this phrase is about respect, not agreement
- Why delight often happens after the sale
- Why emotional intelligence is central to customer delight
- Why recovery moments define customer experience
- Empowerment and Humanising the Experience
- Your learning so far
- Summary
- Engender Loyalty - Introduction (1:14)
- About Engender Loyalty
- What Customer Loyalty Really Looks Like in Practice
- Why trust sits directly beneath repeat purchase
- Why recommendation is the strongest form of loyalty
- Why loyalty is relational, not transactional
- Why loyalty is shaped by what customers remember
- Why loyalty is shaped after the conversation ends
- Your learning so far
- Summary
- Communication - Introduction (1:27)
- Communication – The Discipline That Holds Customer Experience Together
- Tragic vs Magic Language – How Words Shape Experience for Customers and Staff
- Transactional Analysis – How Power, Emotion and Language Shape Experience
- Unconscious Bias – How Assumptions Undermine CX and Culture
- Final Integration: Communication as Culture