Events

Events

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August 2024

Head to Head with Alison Platt (Hargreaves Lansdown)

Our CEO, Jo Causon will be meeting with Alison Platt, Chair Designate of Hargreaves Lansdown as part of our Head to Head series to discuss leadership and challenges faced. Alison has extensive experience of leadership in customer-driven organisations across the healthcare, insurance and property sectors. As Chief Executive of Countrywide, a position she held until…
22 Aug
10:30 - 11:00
Online
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September 2024
Handling-Challenging-Customer-Interactions Featured Image

Handling Challenging Customer Interactions (10 Sep 2024) Virtual Event

The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop, facilitated by The Institute’s Academy experts, will help prepare your people for various situations they…
10 Sep
13:30 - 17:00
Online
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Trusted Advisory Network Meeting – 12 September 2024

  This meeting is exclusive to Trusted Advisory Network members of The Institute.  Jo Causon, The Institute’s CEO,  will be hosting this 90 minute session alongside a senior leader from our TAN membership. This meeting will focus on recruiting, developing and retaining the skills for customer excellence. We will highlight key actions and enablers to…
12 Sep
08:30 - 10:00
Online
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Customer Journey Mapping (24 Sep 2024) – Physical Workshop

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…
24 Sep
10:00 - 16:00
The Institute of Customer Service
4 Gainsford Street, London, SE12NE
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QPM Best Practice & Networking Forum (26 Sept 2024) 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…
26 Sep
10:00 - 12:00
Online
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Assessor Quality Assurance and Skills Development Forum (26 Sep 2024) 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 dedicated to Accredited Assessors and Assessors who are signed off to undertake single qualifications. The Assessor Code of Practice requires the…
26 Sep
13:00 - 16:00
Online
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October 2024

An Introduction to our Academy Virtual Event

Join our interactive webinar to find out how our Academy can help enhance the service skills, confidence, and capabilities of your teams at all levels. We will give you an overview of our Academy offering, including our wide range of workshops, qualifications and training courses designed to cater to your professional development needs. This will…
07 Oct
11:30 - 12:00
Online
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Top Tips Awards Entries Featured Image

Top Tips on Writing Winning Awards Entries – Webinar Virtual Event

  Looking for an opportunity to recognise your outstanding customer satisfaction efforts? Join us for an insightful webinar that will equip you with the knowledge and inspiration you need to craft your award-winning entries for the Institute’s UK Customer Satisfaction Awards. We will show you how to achieve the most effective outcomes from your Awards…
11 Oct
10:30 - 11:00
Online
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Customer Metrics (21 Oct 2024) 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…
21 Oct
09:30 - 13:00
Online
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Building High Performing Teams – Recruitment & Retention (25 Oct 2024) Virtual Event

This 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 workshop is ideal for…
25 Oct
09:30 - 13:00
Online
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November 2024
Handling-Complaints-Effectively

Handling Complaints Effectively (4 Nov 24) 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…
04 Nov
09:30 - 13:00
Online
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