Some of our members (view all)

Wales & West Case study

Wales & West Utilities: the power of complaints

Gas infrastructure giant Wales & West Utilities used research from the Institute of Customer Service to transform its complaints handling – with far-reaching consequences.

Read more
British Council logo

British Council sees TrainingMark as a ‘worthy investment’

The British Council's service quality manager Dan Walsh explains why they chose TrainingMark and how accreditation has benefited their customer service training programmes.

Read more
Unilever

Unilever: Professional development in a global giant

Institute member and FMCG giant Unilever employ thousands of people across the globe and manage a portfolio of brands, 12 of which boast individual turnovers in excess of €1billion. This case study explores why the Institute’s Professional Qualifications are an essential ingredient to their success.

Read more
BSkyB

BSkyB - Driven by customer service excellence

TrainingMark, the Institute of Customer Service’s independent training programme accreditation, results in high ROI for BSkyB.

Read more
Manheim

Manheim Inspection Service: A cultural change which increases performance

ServiceMark, the Institute of Customer Service’s independent accreditation decreases staff turnover and increases performance for Manheim Inspection Service.

Read more
Birmingham City Council

Birmingham City Council: an unflinching commitment to public service

Faced with sweeping cuts in Local Government budgets, Birmingham City Council finds its relationship with the Institute of Customer Service as valuable as ever.

Read more
Severn Trent Water

Severn Trent Water: using professional qualifications and training to increase customer focus

Severn Trent has worked with the Institute of Customer Service since 2011 and believes the Institute’s professional qualifications and training help staff to develop their skills, broaden their thinking and increase their customer focus.

Read more
Johnson Fleming

Johnson Fleming: service pays dividends

When an entire industry transformed overnight, professional qualifications from the Institute of Customer Service proved their worth.

Read more
Simplyhealth logo

Simplyhealth: great service brings its own rewards

Independent recognition from the Institute of Customer Service makes all the difference for healthcare provider Simplyhealth – internally and externally.

Read more
Essilor logo

Essilor: How ServiceMark helped a historic lens maker to see a brighter future

As recently as 2009, opthalmic lens maker Essilor UK was suffering from low employee engagement and high costs. The company is now happy, profitable and growing – and credits the transformation to the Institute of Customer Service and ServiceMark.

Read more
Mactaggart & Mickel cs

Mactaggart & Mickel: Boost staff confidence and gain competitive advantage with professional qualifications

Mactaggart & Mickel join forces with the Institute of Customer Service to help boost their sales agents’ self-belief and gain competitive advantage.

Read more
Brighton and Hove City Council

Brighton and Hove City Council: Keeping promises through customer service

An Institute of Customer Service professional qualifications programme helps Brighton & Hove City Council keep its promises.

Read more