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.
Next Upcoming Event
24
September
2024
Customer Journey Mapping (24 Sep 2024) – Physical Workshop
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September 2024
Customer Journey Mapping (24 Sep 2024) – 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 (26 Sept 2024)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 (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…
October 2024
Breakthrough Research Launch: How to Regulate to Improve Customer ServiceMembers only Virtual Event
Join us at the online, member-only launch of The Institute’s latest How to Regulate to Improve Customer Service The key purpose of this research is to examine what regulators need to do and what type of regulatory action will be most effective, in raising standards of customer service and encouraging organisations to develop a service-focused…
An Introduction to our AcademyOpen to Members & Non-Members 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…
Top Tips on Writing Winning Awards Entries – WebinarOpen to Members & Non-Members 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…
Customer Metrics (21 Oct 2024)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…
Head to Head with Gareth Franks (Nationwide Building Society)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Gareth Franks is a Director in Retail Services and Operations at Nationwide Building Society as part of our Head to Head series to discuss leadership and challenges faced. Gareth ensures operational excellence is delivered across branch, contact centre, digital and back office operational teams, so they’re able…
Building High Performing Teams – Recruitment & Retention (25 Oct 2024)Members only 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…
November 2024
Handling Complaints Effectively (4 Nov 24)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…
Head to Head with Anne Clarke (Waitrose & Partners)Open to Members & Non-Members
Our CEO, Jo Causon will be meeting with Anne Clarke, Senior Customer Propositions Lead at Waitrose & Partners as part of our Head to Head series to discuss leadership and challenges faced. Anne has extensive experience leading omni-channel customer experience and commercial strategies, business development, supply chain transformation and retail operations. With a strong background in…
December 2024
Introduction to Vulnerable Customers (10 Dec 2024)Members only Virtual Event
Our Introduction to Vulnerable Customers for 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 This interactive webinar includes group discussions and case study reviews, providing an opportunity to explore…
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