Video: Jo Causon on what we have learnt from lockdown
In this video, Institute CEO, Jo Causon, discuss what we have learnt from lockdown
Managing difficult conversations as the COVID-19 lockdown evolves
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.
Inspirational stories: delivering service differently during COVID-19
We have been inviting our network to share examples of great and inspiring customer service against the odds.
Top tips on how and why to conduct customer surveys during COVID-19
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. Or, if organisations have been unable to maintain accustomed service levels as a consequence of COVID-19, there is a concern that customer feedback only reflects the current context rather than the organisation’s broader service performance. However, as it becomes increasingly clear that measures to combat COVID-19 are likely to evolve but will be with us for some time, organisations need to recalibrate how they will gather and act on customer feedback.
Transport for Greater Manchester: a collection of inspiring stories
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.
Lead and engage your team during the COVID 19 crisis
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.
Lockdown learnings: what’s emerged so far, and what does it mean for the future?
The UK has been living in lockdown for more than five weeks now. But what have the learnings been so far and what are we likely to carry forward into the future on a long-term basis?
Inspirational stories: going above and beyond during crisis
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.
Top tips for using The Institute’s Qualifications
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.
Practical advice for customer service and debt management during COVID-19
Debt management is stressful: we have set out some essential practical points to consider to help you and your customers navigate the current crisis.