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We are the UK's independent professional customer service body

We exist to improve your business performance by improving your customer experience.

By working with business, the public sector and the Government, we are positioning the UK as world leaders in service – to build a strong economy.

How we are Inspiring a Service Nation

We’re calling on every organisation in the UK to help us with our campaign to Inspire a Service Nation.

What we stand for











We uphold the standards for our industry and drive progress. We want a world where excellent customer service is demanded, delivered and seen to make a positive impact on organisational performance and the wider economy.

What we do

In a big picture sense, we help our members focus on their purpose, relevance and impact:

Your Purpose

What is your purpose – and how aligned to it is your workforce? What will you do and what will you never do? How does this help you establish competitive advantage?

Your Relevance

Why are you relevant and who would miss you if you were not here? What would be the impact for the market and your customers if you didn’t exist?

The Impact

How are you measuring impact, and not just activity? How do you identify and focus on the lead measures to make right decisions?

Who We Are

Who we are

We are headquartered in London with regional representatives based right across the UK to ensure we offer consistent service wherever you are located.

Shad Thames

Our History

Founded in 1996, and formally incorporated in February 1997, we help our members improve their customers’ experience and their own business performance.

For too long, customer service had been seen as an after-thought, part of after-sales activity. Instead, it is integral to the success and failure of organisations, and we are dedicated to increasing recognition of its importance. To support those working in service, we have created tools to assess organisational performance and identify key areas for improvement.

We have built a professional framework to help people gain and improve customer service skills. And we work hard to ensure customer service professionals get the recognition they deserve. If you believe in the importance of customer service as much as we do, get in touch and find out how becoming a member can raise your organisation’s standards.

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