As the COVID-19 crisis evolves, organisations need to be agile and responsive to the changing environment, act quickly and communicate clearly with employees and customers. Many organisations have had to change the way they deliver service to customers, or offer reduced levels of service.read more
As we tackle the intractable challenges ahead, it is the job of leaders to remain focused – and ensure that in dealing with short-term decisions, they do not lose sight of their long-term purpose.read more
We have been inviting our network to share examples of great and inspiring customer service against the odds.read more
Coronavirus has taught all of us that commercial imperatives cannot be all that drives our decision making. Evidence shows that where the board takes responsibility for customer experience, employee engagement increases and levels of customer satisfaction rise. Ultimately in the longer-term higher levels of performance emerge.read more
During the COVID-19 crisis many organisations have understandably been reluctant to run customer satisfaction surveys or research. Completing a satisfaction survey is probably not the priority for most customers at this time. By pressing ahead with a survey, organisations worry about appearing to be insensitive or out of touch.read more
Transport for Greater Manchester have shared some examples of great and inspiring customer service against the odds. Here are some inspiring stories submitted to us showcasing these examples of really going above and beyond or of service being delivered differently.read more
Drawing on The Institute of Customer Service’s Academy ServiceManagement training and our research into leadership and employee engagement in a service context, we’ve put together recommended practices and tips to help you lead and engage your team.read more
The importance of customer service has been thrust into the forefront by this crisis. I think the results reflect that brands may have been benefiting from a period of tolerance from customers, but this may diminish as time goes on.read more
To adapt successfully to the next Covid-19 phase, businesses need to take stock of what they have learnt over the past weeks - and provide a clear framework for what should be taken forward, and what should be discarded.read more
In the last few weeks, we have been inviting our members and wider network to share examples of great and inspiring customer service against the odds. Here are some inspiring stories submitted to us showcasing these examples of really going above and beyond or of service being delivered differently.read more
The current challenging situation brought about by the coronavirus means that organisations have to be innovative, creative and there may be time to multi-skill and develop people. Here are some top tips on how you can use our Qualifications.read more
As the lockdown continues, tensions will inevitably rise - and a shift in the public mood does seem likely. Businesses should be prepared to navigate the challenges of the next few months in the face of increasing pressure from both customers and employees – and effective service will be vital to ensure they remain committed and loyal when we move past the pandemic.read more
Debt management is stressful: we have set out some essential practical points to consider to help you and your customers navigate the current crisis.read more
We will, eventually, move past this. And when we do, those businesses that have done the right thing by customers and employees - and been genuine and true to their purpose - will be in the strongest position to rebound.read more
Organisations need to be consistent in their approach to how they communicate internally so that they can reach customer touch-points across the entire business. This will help ensure colleagues and front-line staff are best placed to continue to deliver services, as well as any changes to services, thereby maintaining a strong and positive relationship with customers.read more
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