Institute of Customer Service response to Ofwat’s consultation on its draft vulnerability guidance for water companies.
Institute of Customer Service response to the Regulator of Social Housing’s consultation on consumer standards.
A growing requirement for skills and capabilities means that many customer service roles are becoming more challenging and require a greater level of professionalism. During our interactive webinar, we explored the changing environment and the skills and behaviours required to…
To round up a successful National Customer Service Week we have had a great session on Top Tips on writing winning Awards Entries. with David Dagger, Director of Communications & Corporate Affairs and joined by Mike Faulkner – Chair of…
Jo Causon, the Institute's CEO, discusses the importance of finding the right balance between AI and human interactions when dealing with customers. Read the full article below:
Back in 2017, at The Institute we carried out a piece of Breakthrough Research to analyse and quantify the return on investment of the customer service agenda. The study showed that there is a clear dividend for those organisations that…
Jo Causon, the Institute's CEO, featured in a Sunday Times article discussing what is contributing to the recent decline in customer service, and what business can learn from who is doing it right.
Jo Causon, the Institute's CEO, discusses M&S’s recent return to the FTSE 100, the impact of customer service on customer satisfaction, and what other retailers can learn from this.
Do we need to review corporate governance in the UK to ensure that companies focus on balancing the needs of all their stakeholders, not just investors? The UK’s corporate governance regime has been in place (with minor updates) for a…
Signs of a drop in customer satisfaction levels have been gathering over the last few months, as I have warned about in recent blogs – and now the evidence is all before us in the Institute’s latest UK Customer Satisfaction…