The Covid-19 crisis has tested organisations’ agility, flexibility and innovation as never before: some organisations have planned and adapted better than others. In the evolving “new normal” business environment these attributes will be crucial in determining whether organisations succeed, or…
In every organisation, there will be a spectrum of opinions on returning to the workplace. While many will be keen to see colleagues again and re-establish a more ‘normal’ way of working, others will be anxious, have specific needs to consider or simply be looking for clear information and signposting.
In the context of the financial and operational challenges emerging from the Covid-19 crisis, improving productivity has a renewed urgency: it could make the difference between business survival or failure.
In this video, Institute CEO, Jo Causon, discuss what we have learnt from lockdown
As the COVID-19 crisis evolves, organisations need to be agile and responsive to the changing environment, act quickly and communicate clearly with employees and customers. Many organisations have had to change the way they deliver service to customers, or offer reduced levels of service.
We have been inviting our network to share examples of great and inspiring customer service against the odds.
During the COVID-19 crisis many organisations have understandably been reluctant to run customer satisfaction surveys or research. Completing a satisfaction survey is probably not the priority for most customers at this time. By pressing ahead with a survey, organisations worry about appearing to be insensitive or out of touch. Or, if organisations have been unable to maintain accustomed service levels as a consequence of COVID-19, there is a concern that customer feedback only reflects the current context rather than the organisation’s broader service performance. However, as it becomes increasingly clear that measures to combat COVID-19 are likely to evolve but will be with us for some time, organisations need to recalibrate how they will gather and act on customer feedback.
Transport for Greater Manchester have shared some examples of great and inspiring customer service against the odds. Here are some inspiring stories submitted to us showcasing these examples of really going above and beyond or of service being delivered differently.
Drawing on The Institute of Customer Service’s Academy ServiceManagement training and our research into leadership and employee engagement in a service context, we’ve put together recommended practices and tips to help you lead and engage your team.
In the last few weeks, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. Here are some inspiring stories submitted to us showcasing these examples of really going above and beyond or of service being delivered differently.