This practical webinar explored two tools to help customer service professionals create better conversations and build stronger customer relationships: The Ladder of Inference and The 3 Level Technique, as part of our Customer Service Impact certificate course. If you weren’t…
Our CEO, Jo Causon was joined by Alison Jaap, Transformation Director at Connells Group, Lucinda Scott, Customer Service Director at first direct and Martyn Oakley Group CIO at Direct Wines. They discussed and shared their perspectives on the customer experience…
Watch our free webinar, ‘Quick wins for complaint handling that builds customer trust’, a 30-minute taster session. This short webinar was presented by Rob, one The Institute’s Learning and Development Consultants, who explored the following themes: The latest research from…
During National Customer Service Week, we held an exclusive webinar Introducing The Academy, the learning and development hub of The Institute. The session was led by Samhita Ganguly, our Head of Academy and provided an overview of the Academy’s training…
In our Introduction the Academy webinar, our Director of Academy & Partnership, Stefan Parker, provided a full overview of the Academy’s training programmes, shared real-life case studies from member organisations, highlighted the key benefits members receive and hosted a Q&A…
Our CEO, Jo Causon, and Francesca Rea, Director of Customer Operations at NewDay, share their perspectives on the customer experience trends for 2025 and beyond, helping you navigate the challenges and seize the opportunities that await. You can find the…
Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors – to demonstrate the high quality of their customer service both internally and externally. Terri Wollard, Head of Special Projects and Training at Cosmos and Avalon…