At our 2012 Conference business leaders and policy makers will explain how investing in your customer service will achieve better bottom line results.
Institute of Customer Service
Conference 2012: Customer service: the competitive advantage
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.
10 ways to reduce customer churn
Institute chief exec Jo Causon on how to improve customer loyalty and cut out the cost of replacing lost customers.
Social media in the public sector: Overcoming fear to help customers
Christine Townsend, a former multimedia producer with Sussex Police and a serving special constable, looks at how public sector organisations need to overcome cultural and technological barriers in order to use social media for the public good, just like some police forces.
Scottish Water proves customer focus reduces cost
Scottish Water is a publicly owned company answerable to the Scottish Parliament and monitored by environmental, quality and economic regulators. Customer service delivery director Peter Farrer explains how joining the Institute and improving service has reduced costs.
Engine of the service economy: Customer service workforce triples in 8 years
The UK customer service workforce has tripled since 2002 but wages remain 34% below the UK average.
Rewards based on customer satisfaction
If you want to give a great customer experience you have to align your culture and the way you reward staff. None of our customer facing staff have sales targets or sales bonuses — their rewards and bonuses are based purely on their customer satisfaction scores.
Anthony Thomson, chairman, Metro Bank
About the Institute of Customer Service
The Institute of Customer Service is the professional body for customer service. Our main purpose is to lead customer service performance and professionalism. We're a membership body with a community of more than 300 organisational members - from across the private, public and third sectors - and nearly 7,000 individual members.
Read more about us.
Find out about organisational membership
Improve customer satisfaction, employee engagement and bottom line performance. Find out how membership can benefit your organisation.
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Upcoming events
Director breakfast meeting: Retaining business confidence through service
Breakfast meeting for chief executives and customer service directors to discuss business challenges, issues and solutions.