Our vision
At ICS, our aim is to be the authoritative voice of customer service - the touchstone for those whose focus is on the delivery of world-class service experiences.
Our mission is to lead customer service performance and professionalism.
In fulfilling its mission, ICS is:
- building a widely drawn and influential membership
- influencing employers, policy-makers and opinion-formers on customer service
- encouraging and supporting the lifelong development of customer service professionals
- promoting understanding of the nature of customer service competence, the ways to attain and enhance it, and the career opportunities open to people who have it
- establishing a body of research-based authoritative knowledge and continually updating it
- recognising, rewarding and celebrating customer service excellence, both by organisations and by individual people
- developing a range of quality products designed to help organisations and individuals improve customer service
Our values
- Independent – we’re the impartial voice of customer service and customer service professionals
- Inspirational – we encourage ambition, aspiration, learning and continuous improvement
- Expert – we provide reliable and authoritative knowledge
- Relevant – we’re in tune and forward-looking
- Inclusive – we’re open to everyone, whether organisations or individuals, working towards improving customer service. We’re also committed to equality and diversity
- Easy to do business with – we’re approachable, empowering, responsive, efficient and professional in everything we do
- Ethical – we’re honest, open, consistent and transparent