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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British Council sees TrainingMark as a ‘worthy investment’
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.
Westfield Health: using ServiceMark to provide customers extra value
Westfield Health explain how the Institute's customer service accreditation mark helps them differentiate themselves in a competitive market.
Morrison Utility Services: Building customer relationships
Morrison Utility Services has used its Institute membership to help create a culture of customer service within the organisation. This has helped make operations more efficient and reduce customer complaints.
First TransPennine Express: using membership to raise bottom line performance
First TransPennine Express explain how their Institute membership helps them meet corporate targets, use customer feedback to influence major long-term decisions and achieve high staff retention rates.
Great Guns Marketing: Using ServiceMark to drive growth
Liz Jackson, head of B2B tele-marketing company Great Guns Marketing, explains how achieving the Institute's service standard ServiceMark has helped the company improve its customer retention rate, reduce staff churn and drive referrals.
Edexcel: Using the Institute's service standard
Edexcel communications manager Warrick Harniess explains how they've used ServiceMark, the Institute's customer service standard, to assess its performance and implement cultural change throughout the organisation. The effect on customer satisfaction and first time resolution rates are impressive.
Bausch and Lomb: focusing on the customer during times of change
Prior to a takeover, customer service at Bausch and Lomb Europe reported to the commercial side of the business. This changed with the creation of a new customer service department and leadership team. Read how the company used its Institute membership to upskill its staff, follow best customer service practice and place service at the centre of the organisation.
One Unilever: using membership to implement customer service standards, a learning framework and benchmarking
When Unilever introduced the One Unilever programme, it used its Institute membership to implement a set of customer service standards, a learning framework and a method to benchmark their service. Read how membership has helped them to streamline and simplify their business.
Ford Retail: customer service training accreditation
Ford Retail is the UK retail division of Ford Motor Company which trades under various brands including Dagenham Motors and Polar Ford. In spring 2010 it became the first auto retail group in the UK to achieve TrainingMark accreditation from the Institute of Customer Service.
The Institute's Annual Conference 2010
Watch feedback from delegates to our 2010 conference.
The benefits of Associate membership
Accelerator Solutions discuss how Associate membership of The Institute has helped them network, partner with other organisations and generate referrals.
Customer satisfaction measurement and defining service standards: Transform Sandwell
Transform Sandwell is a strategic partnership between Sandwell Metropolitan Borough Council, British Telecom and Liberata. They've used their Institute membership to benchmark their performance, develop action plans and define their service standards.
Organisational membership: Lyreco
Lesley Roberts of stationers Lyreco discusses how her organisation have used Institute membership to improve staff skills and benchmark service performance.
Implementing The Institute's professional qualifications at Birmingham City Council
Birmingham City Counci explain how they implemented the Institute's Professional Awards, concentrating on building credibility and linking them to staff competencies. Even the mayor took an award.
Improving contact centre performance and reducing costs
Forest of Dean District Council is a small rural authority serving a population of approximately 82,000. In line with many other local authorities, the tough challenge of delivering improved customer service to meet rising expectations, against increasingly limited resources led to some tough decision making.
Continuous Professional Development
Daryl Lucas explains how The Institute's Continuous Professional Development programme has helped his career and made him more of a customer service professional.
Companion membership of The Institute
Companion member Shirley Thorne talks about why she joined The Institute and what she gains from companion membership.
Find out about organisational membership
Improve customer satisfaction, employee engagement and bottom line performance. Find out how membership can benefit your organisation.