Next Upcoming Event
24
July
2025
Foundations In Customer Service Management – (24th July 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.
July 2025
Foundations In Customer Service Management – (24th July 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…
UKCSI July 2025 Launch: Open webinarOpen to Members & Non-Members Virtual Event
Join us for the Open webinar of the July 2025 UK Customer Satisfaction Index (UKCSI), where we will share the latest insights into the state of customer satisfaction in the UK. The Institute’s CEO, Jo Causon, and our Director of Research and Member Propositions, Brian Weston, will guide you through the findings and draw out…
August 2025
Trust and Customer Experience (4 Aug 2025)Members only Virtual Event
Our Trust and Customer Experience workshop, facilitated by The Institute’s Academy experts, will help you build knowledge and understanding of the components of trust and the importance it plays in your organisation’s customer service strategy and culture. It will also explore trust as a key measure and driver of satisfaction. This interactive workshop is ideal…
Building High Performing Teams – Recruitment & Retention (18 Aug 2025)Members only Virtual Event
Our Building High Performing Teams half day workshop aims to provide delegates with insights and practical strategies for recruiting and retaining high-performing customer service professionals. Attendees will gain valuable knowledge to enhance their recruitment processes, build a strong team, and implement effective retention strategies to promote and sustain employee engagement, satisfaction, and long-term commitment. The…
Customer Service Essentials (26 August 2025)Members only
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…
September 2025
Handling Complaints Effectively (1 Sep 25)Members only Virtual Event
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…
Customer Journey Mapping (17 Sep 2025) – Physical WorkshopMembers only
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 time to reflect on how the customer…
QPM Best Practice & Networking Forum (25 Sep 2025)Members only Virtual Event
The Qualifications Programme Manager Networking Forum is a virtual members-only event providing you with networking opportunities, knowledge sharing and guidance of our experienced tutors. The forum is complimentary to the members of The Institute of Customer Service and dedicated to Qualifications Programme Managers looking to plan and gain best practice and insight into running an Institute…
Assessor Quality Assurance and Skills Development Forum (25 Sep 2025) Virtual Event
The Assessor Forum is a members-only event providing you with networking opportunities, knowledge sharing and guidance of our experienced tutors. The forum is complimentary to the members of The Institute of Customer Service and is exclusive to Accredited Assessors and Assessors who are signed off to undertake single qualifications. The Assessor Code of Practice requires…
Customer Metrics (29 Sep 2025)Members only Virtual Event
We can measure customer metrics that are transactional and tangible. But how do we measure those metrics that are essential to building trust, loyalty, and sustainable relationships: the non-tangible, the relational? Come to think of it, how do we measure trust? To support critical thinking the workshop focusses on how to measure customer satisfaction, how…
October 2025
Trusted Advisory Network Meeting (Physical) – 2 October 2025TAN Members Only
This meeting is exclusive to Trusted Advisory Network members of The Institute. Jo Causon, The Institute’s CEO, will be hosting this 2 hour session with a guest speaker from our membership (to be confirmed). This meeting will focus on Changing customer behaviour. We will open the meeting for an interactive discussion and encourage all members…
Introduction to Vulnerable Customers (7 Oct 2025) – Physical WorkshopMembers only
Our Introduction to Vulnerable Customers online workshop will provide leaders and managers with customer service teams, and frontline staff, with an introduction to and understanding of vulnerability, and how to provide service to those identified as vulnerable Workshop format Our physical member-exclusive workshop is a great opportunity to not just learn but also to network and discuss in…
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