Better trained staff are able to service your customers more efficiently and effectively.
Independently measure your success, identify opportunities and benchmark against competitors.
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Find out how to set the highest quality standards to provide excellent customer service consistently.
We act as your critical friend – giving you an impartial outside perspective when you need it.
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
We’re here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
National Customer Service Week: 2-6 October 2023
Insight & Thought Leadership
Lucie Child, Strategy Lead - Customer Care at The Very Group, discusses the return on investment from The Institute's Management Qualifications.
Sarah Hopgood, Operations Support Manager - Protections at Covéa Insurance discusses the impact that Business Benchmarking, ServCheck and ServiceMark accreditation have had.
Sarah-Jane McCausland, Customer Communications & Engagement Lead at Covéa Insurance discusses what it means to be a long-standing member of The Institute, the networking opportunities, and the impact of ServiceMark accreditation.
Paul Couchman, Managing Director of Premier Pensions Management discusses 10 years as a member of The Institute and why he - along with all new recruits - love the FirstImpressions training.