Find out how other members are making the most out of membership with The Institute. Please contact us if you would be interested in having your story featured here.
Auto Windscreens on embedding a service culture and the impact of ServiceMark accreditation
Claire Church, Director of Service Delivery at Auto Windscreens tells us about their focus on improving customer satisfaction by embedding…
North Star Housing Group: Resetting service for long-term excellence
North Star Housing Group, a housing association managing 4,000 properties with a team of just 100 colleagues, has always prided…
Changing the coaching culture at Sky: Clare Price on the power of becoming an approved trainer
As a long-standing member of The Institute, Sky recently set out to shift from a culture focused on product and…
How Synertec built a recognised training programme through TrainingMark accreditation
When Karen Couzens, Learning and Development Trainer at Synertec, was tasked with designing a customer service training programme, she was…
Building a culture of best practice: How National Records of Scotland is embedding service excellence
National Records of Scotland (NRS), the official archive for Scotlandâs government and people, has always prided itself on the delivery…
Empowering frontline teams in a changing world: how our Academy training made an impact
In todayâs increasingly complex financial service environment, organisations are facing new and evolving challenges. The rising cost of living has…
Helen Luty, Head of Customer Experience, Landmark Information Group
Helen Luty, Head of Customer Experience at Landmark Information Group, tells us about the journey her team embarked on to…
North Star Housing on Business Benchmarking, ServCheck and ServiceMark accreditation
Sara Herrington, Head of Customers, and Adam Clark, Executive Director of Customers discuss the benefits of organisational membership and the…
Cosmos Tours on FirstImpressions
Terri Woollard, Head of Special Projects and Training, and Lydia Scofield, Customer Care Executive, share their thoughts on training and…
Co-Ownership Housing on Organisational Membership
Glynis Hobson, Director of Customer Services, and Victoria Dunn, Customer Services Manager at Co-Ownership Housing, share their thoughts on Organisational…
Cambridge University Press & Assessment on Professional Development
Andy Page, Ruth Braysher and Holly Hudson of Cambridge University Press & Assessment discuss The Institute’s Professional Development.
The Very Group on Management Qualifications
Lucie Child, Strategy Lead – Customer Care at The Very Group, discusses the return on investment from The Institute’s Management…
Lambeth Council on Management Qualifications
Nigel Partridge, Customer Service Manager at Lambeth Council, discusses The Institute’s Management Qualifications.
Covéa Insurance on Business Benchmarking, ServCheck and ServiceMark accreditation
Sarah Hopgood, Operations Support Manager – Protections at CovĂ©a Insurance discusses the impact that Business Benchmarking, ServCheck and ServiceMark accreditation…
Wickes on ServiceFocus and ServiceMark accreditation
Jasmine Hilton, Regional Installations Manager at Wickes discusses the ServiceFocus suite of training and ServiceMark accreditation.