“The Institute’s Professional Qualifications have shown they have the ability to change behaviour, which is a powerful outcome and one not easily achieved”...
read more
“The Institute’s training programme has given us a structure to move forward with our customer service, to clarify our vision of being a leader in a service role and move away from the status of o...
read more
"We’re thinking differently, behaving and communicating differently. The feedback shows staff who go through the professional qualifications programme are happier, feel fulfilled and understand more...
read more
“It’s easy for us to say that we want to be the best in the industry...but our partnership with the Institute of Customer Service helps us to demonstrate to our customers and the industry regulato...
read more
“ServiceMark has enabled us to benchmark ourselves against other companies and communicate the fact that we’re making great strides forward in driving a customer service mindset“...
read more
"Our customers are getting significantly better service, and we are trading strongly in what has been a very, very difficult time for retailers."...
read more
Membership has been an amazing benefit for us as a business. It is the added value that we get from it, along with our vibrant community investment activity, which makes us a bit special....
read more
“Senior directors see the value in what we are doing, and they are consistently putting aside training budget to ensure their own team members can benefit from this opportunity and use the qualifica...
read more
“The ServiceMark process was really helpful, and the results were fascinating. It highlighted some gaps in communication that we weren't aware of, and we found our frontline service providers were m...
read more
“Institute membership enables us to access knowledge and expertise from outside our business. We’ve gained a great deal from being able to compare ourselves with sectors other than the utility sec...
read more
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.
