Most organisations like to say that “our people are our most important asset” - and rightly so. No business can function without the right people, and this is especially true in a service context....
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Conditions are arguably as tough as they have ever been for the retail industry, with a seemingly never-ending stream of established names encountering difficulties. Last year, Toys R Us, Poundworld a...
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We have recently published an important piece of research that looks at the extent to which organisations are managing to create omnichannel environments for their customers and how successful they ar...
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On the 16th September the Payments Council launched a new -“7- day Switch”- account switching service (also called the Current Account Switch Service).This free service is designed to make switc...
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Customer service is therefore made up of your people; their capabilities, competencies, attitudes, engagement, continuity and strategy, your processes; the creativity and consistency embedded in car...
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Institute membership gives you exclusive access to customer service research across all sectors.
Our training and accreditation programmes can raise your service standards.
We support some of the UK's leading businesses in improving their customer service.
