Next Upcoming Event
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2025
Award Entries Top Tips – Webinar Virtual Event
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There are always new events and webinars coming up. Some are open to the wider world, business leaders and customer service professionals, but most are exclusive to our members. Another great reason to become a member.
October 2025
Award Entries Top Tips – WebinarOpen to Members & Non-Members Virtual Event
Ready to showcase your commitment to outstanding customer satisfaction? Join us for an inspiring and informative webinar designed to help you create standout entries for the Institute’s UK Customer Satisfaction Awards. Whether you’re a seasoned entrant or submitting for the first time, this session will provide you with the tools, insights, and strategies to maximise…
Quick Wins for Complaint Handling that Builds Customer Trust – Webinar (16 Oct 25)Members only Virtual Event
What if your next angry customer becomes your biggest advocate? Join our free webinar, ‘Quick wins for complaint handling that builds customer trust’, a 30-minute taster session. Based on some of the key research from The Institute of Customer Services we will cover some top tips so that complaints can be an opportunity to build…
Customer Service Impact (22 Oct 2025)Members only Virtual Event
Unlock the full potential of your customer service team with this Customer Service Impact training certificate. This comprehensive course equips participants with the tools to deepen customer relationships, effectively handle challenging interactions, and apply emotional intelligence in the workplace. Through engaging modules and practical group activities, your team will learn to navigate complex customer dynamics,…
November 2025
Handling Challenging Customer Interactions (10 Nov 2025)Members only Virtual Event
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop, facilitated by The Institute’s Academy experts, will help prepare your people for various situations they may…
Connecting Customers with Digital (24 Nov 2025)Members only Virtual Event
Our Connecting Customers with Digital workshop, facilitated by The Institute’s Academy experts, builds skills and capability to support customers with digital engagement, through using a coaching approach. Building customer confidence with digital will lead to greater self-sufficiency and overall satisfaction. With many everyday transactions being automated, organisations are seeing a shift in channel usage, with a…
Scotland Regional Member Meeting – Resetting Employee Engagement in the Changing WorkplaceMembers only
This regional event is exclusive to members of The Institute. Jo Causon, The Institute’s CEO, will be hosting this 2.5 hour session with Greg Reed, CEO, Places for People. This meeting will focus on Resetting Employee Engagement in the changing workplace. This session will look at how customer service is seen as a reputational risk, how…
December 2025
Trusted Advisory Network Meeting – 2 December 2025TAN Members Only Virtual Event
This meeting is exclusive to Trusted Advisory Network members of The Institute. Jo Causon, The Institute’s CEO, will be hosting this 90 minute session with a guest speaker to be confirmed. This meeting will focus on Trends. We will open the meeting for an interactive discussion and encourage all members to attend and participate, as…
Customer Journey Mapping: Find the Gaps, Fix the Pain Points – Webinar (2 Dec 25)Members only Virtual Event
Have you ever thought what your customers’ journeys look like, from their perspective? Are you able to find the gaps and fix the pain points? Join our free webinar, ‘Customer Journey Mapping’, a 30-minute taster session. Based on some of the key research from The Institute of Customer Services we will cover key insight and…
Foundations In Customer Service Management – (4th Dec 2025)Members only Virtual Event
Elevate your team’s customer service with one of our most popular courses: a transformative two and a half day course designed to instill the mindset and skills of exceptional customer service professionals. Join the community of service professionals by enhancing your skills in the core fundamentals of customer service. Through interactive group discussions, live…
Handling Complaints Effectively (8 Dec 2025)Members only Virtual Event
Our Handling Complaints Effectively workshop, facilitated by The Institute’s Academy experts, will guide your people on the key principles and skills of effective complaint handling. This session is ideal for those who are looking to enhance their capability and confidence around complaint handling, enabling them to resolve complaints effectively and right first time. People who…
January 2026
Introducing the Academy – Webinar (13 Jan 2026)Open to Members & Non-Members Virtual Event
Join us for an exclusive webinar introducing The Academy, the learning and development hub of The Institute of Customer Service. The Academy offers expert-led training from half-day online workshops to 12 month management qualifications. With nearly 30 years of experience and over 20,000 individuals trained, we cover everything from service fundamentals and empathy to complaints…
Coaching for Service Performance – (14th Jan 2026)Members only Virtual Event
The Coaching for Service Performance certificate is a transformative learning experience designed to empower participants with effective coaching techniques tailored specifically for enhancing customer service environments. This program combines theoretical foundations with practical applications, making it ideal for individuals new to coaching or those seeking to refine their skills. Participants will dive into the essentials…
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