By Jo Causon, CEO, The Institute of Customer Service Despite the obvious challenges that we still all face, there are some positives that can be embraced and built upon. One of those is the rise of the green agenda as…
For Wednesday's Recognition theme in National Customer Service Week, our CEO Jo Causon held a practical session with Fran Rea, Director of Customer Service & Service Delivery at NewDay; Kathryn O’Brien, Customer Experience Director at TransPennine Express; Stephen Shaw, Head…
In July, we published the latest UK Customer Satisfaction Index, alongside the key findings we also made 8 recommendations for organisations to consider as they look forwards to the next 6 months. On this webinar we review those recommendations in…
By Jo Causon, CEO, The Institute of Customer Service Nearly every business works with a range of suppliers on whom they depend for materials, products or services and the recent months have brought this into even sharper relief! Effective procurement…
On the 24th September, we launched our latest Breakthrough Research*: The Procurement Partnership – Developing relationships to deliver excellent customer service though procurement. The key purpose of the research is to identify best practice in procurement of services and capabilities…
New research reveals more than half of customer-facing employees have experienced increased hostility from customers during the coronavirus crisis Two-thirds of customer facing staff feel under greater pressure as they’re being asked to perform extra duties, some of which may…
By Jo Causon, CEO, The Institute of Customer Service As lockdown restrictions continue to ease and more and more businesses open their doors, the lasting impact of the Covid-19 crisis on the customer experience environment is becoming clear. The results…
