We publish a range of materials to support customer service professionals and keep them up to date with the world of customer service.
Our range includes the ICS blog, ICS Breakthrough Research reports, National Occupational Standards and customerfirst, the bi-monthly magazine for ICS members.
Our most recent publications include:
customerfirst Vol. 9 No. 3 - published June 2009
In this edition we look at how important customer service is in helping organisations survive through the recession. Chief executive Jo Causon provides an overview of how ICS can help member organisations, Craig Pumfrey discusses how you can remain alert to customers’ views of your organisation while Jacqui Thomasen argues that consumers should realise that budget prices mean budget service. Read an extract from the latest customerfirst and visit our shop to order back numbers and subscribe.
OUT TO LUNCH - Back in six hours
Tales of the unexpected, the unbelievable and the unforgivable
Stories about customers and customer service experiences by ICS chairman Ted Johns.
We published this book in October 2007 to mark the 10th anniversary of ICS.
Customer priorities: what customers really want
Based on the views of over 200,000 customers across industry sectors throughout the UK and Ireland, this report identifies the 20 aspects of service that matter most. Our findings paved the way for the ICS UK Customer Satisfaction Index (UKCSI), the first national measure of customer satisfaction.
Excellence in managing the business-to-business customer relationship
Commissioned by Siemens, one of our founder Council members, this report assesses the importance of relationships between companies and suppliers. As well as looking at the key elements in B2B customer service, the report also offers solutions. It’s based on the experiences and views of the people ‘who have the power to initiate, continue, enhance or terminate the contract or relationship’.
You can purchase ICS publications from our online shop.