Next Upcoming Event
29
April
2025
Trainer Forum (29th Apr 2025) 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.
April 2025
Trainer Forum (29th Apr 2025)Members only Virtual Event
We are hosting a Trainer Forum exclusive to only to our approved trainers – those who have been accredited through the Train the Trainer or In-House Trainer routes. This will be a virtual Zoom session and it will be recorded for future reference. The session will provide an opportunity to: Introduce trainers to the newly…
May 2025
Introducing the Academy – Webinar (8 May 2025)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…
Handling Complaints Effectively (13 May 25) – Physical WorkshopMembers only
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…
Customer Journey Mapping (19 May 2025)Members only Virtual Event
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future. With customer expectations changing, organisations are also facing cost reductions and need for efficiencies. It is an ideal…
Customer Service Essentials (22 May 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…
June 2025
Connecting Customers with Digital (9 Jun 25)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…
Customer Service Root Cause Analysis (23 Jun 2025)Members only Virtual Event
From the latest UKCSI in January, average customer satisfaction in the UK continues to fall. More customers are now likely to experience a negative reaction when they report a problem, wait longer for a resolution and in some cases, issues and problems remain unresolved. Organisations need to do more to ensure they are capturing a…
Trusted Advisory Network Meeting – 26 June 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 AI and productivity gain. We will open the meeting for an interactive discussion and encourage all members to attend…
July 2025
Handling Challenging Customer Interactions (8 Jul 2025) – Physical WorkshopMembers 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…
Annual General Meeting and Members’ Meeting 2025 (9 Jul 2025)Members only
Our Annual General Meeting and Members’ Meeting is an exclusive member-only event, providing a unique opportunity to network with top UK organisations and gain insights from best practices. It will be held on 9th July 2025 at Glaziers Hall, London, where you will be welcomed by Jo Causon, CEO of The Institute. The Members’ Meeting…
Introducing the Academy – Webinar (9 July 2025)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…
Managing Hybrid & Remote Teams (14 Jul 2025)Members only Virtual Event
Remote and hybrid are becoming the established ways of working. How can you best manage teams so they feel connected, engaged and deliver positive outcomes which drive customer satisfaction, loyalty, and trust? Find out at our member only Building Engaged Hybrid & Remote Service Teams online workshop, facilitated by The Institute’s Academy experts. This session…
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