Some of our members (view all)

Damartex logo

How Damart turned internal challenges into award-winning service and success

When multi-channel retailer Damart won at the UK Customer Satisfaction Awards 2014, it was a remarkable achievement.

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ALcontrol Laboratories

ALcontrol Laboratories: how adding service to science transformed profitability

Food and waters testing lab ALcontrol found it took more than scientific excellence to keep customers happy, so took action – with dramatic results.

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Gold Medal Travel Group

Benchmarking brings business transformation for Gold Medal Travel Group

In 2012, Gold Medal Travel Group became an Institute of Customer Service council member to help address service transformation. Being a multi-brand and, at the time, multi-site business, the insight it gained from carrying out the Institute’s ServCheck online employee surveys and Business Benchmarking UKCSI has proved a major driver in the company’s turnaround.

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Isos case study logo

Isos Housing: Pursuing excellence together

When three social landlords in the North of England joined forces, seeking ServiceMark accreditation from the Institute of Customer Service helped the emerging organisation to put its customers first.

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Osborne Property Services

All roads lead to value for Osborne Property Services

"Social housing today is about far more than just housing” says Carol Callam, Business Support at repairs and maintenance provider, Osborne Property Services. “The customer should be at the heart of the business with customer service embedded in company culture."

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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.

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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.

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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.

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BSkyB - Driven by customer service excellence

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

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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.

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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.

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Johnson Fleming

Johnson Fleming: service pays dividends

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

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Utilities companies turn around customer service reputation

Latest data shows sector is fastest improving in UK

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