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Customer Service Skills now and for the future – follow up session


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After a sold out session during National Customer Service Week, we have brought out an additional session for Customer Service Skills now and for the Future.

Digitisation and changing technology, customer needs and behaviours mean that people working in customer service require broader skills and capabilities.

Problem-solving, commercial judgement and data analytics are some of the key skills required to succeed in an ever-evolving landscape. Similarly, empathy, personal connections, resilience and curiosity about ways to improve customer service are becoming increasingly valuable skills and behaviours for all service professionals.

This growing requirement for skills and capabilities means that many customer service roles are becoming more challenging and require a greater level of professionalism. At our webinar, we will explore the changing environment and the skills and behaviours required to deliver customer satisfaction and business success.

We will also hear first-hand from one of our members around how they are developing their people, recognising their customer service skills and establishing a culture of customer service professionalism.


Thu 12th October 2023


10:00 - 10:30

Who Can Attend

Open to Members & Non-Members




The Institute of Customer Service
The Institute of Customer Service
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