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.
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?
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.
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.
Debt management is stressful: we have set out some essential practical points to consider to help you and your customers navigate the current crisis.
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.
How can you make the right decisions for your business in the face of uncertainty? What will that mean for your staff, customers and company reputation? In this insightful audio interview, Dr Liz Jackson MBE, Marketing Director at BCMS, talks to Jo Causon, CEO of the Institute of Customer Service, about the many challenges business leaders are facing in the current situation.
Your membership of The Institute of Customer Service is a valuable resource that can help you deal with current challenges and prepare for the future. We’ve set out some of the practical ways your Institute membership can offer immediate and practical help.
Head 2 Head: Jo Causon explains to Craig Elvin at Executive Heads why Customer Service is at the beating heart of the UK economy, why Customer Service employees should receive greater recognition and how businesses can deliver excellent customer service during these challenging times.
Throughout the COVID-19 epidemic, some employees are required to attend their workplace or travel to perform their role. Often they are delivering essential services that are essential customers and society as a whole. We have drawn on a range of global sources and The Institute’s research to provide an overview and guidance to help keep your employees safe in a range of working environments.