How we help supercharge your customer service
Develop your people
Better trained staff are able to service your customers more efficiently and effectively.
Measure & Benchmark
Independently measure your success, identify opportunities and benchmark against competitors.
Policy Engagement
We engage with the Government and other public officials through our APPG, policy campaigns and partnerships with regulators.
Enhance Your Profile
Gain recognition of your organisation’s expertise in customer service, building your influence and raising your profile.
Set Service Standards
Find out how to set the highest quality standards to provide excellent customer service consistently.
A Critical Friend
We act as your critical friend – giving you an impartial outside perspective when you need it.
Research & Insight
Understand the evolving customer environment, the secrets of excellent service and get practical insight to inform your strategy.
Advice & Support
Weâre here to make sure everything is aligned around your customer to create a compelling, competitive advantage.
Insight & Thought Leadership
Human judgement remains critical in an AI world
I was recently asked by a journalist whether AI would eventually make all customer service professionals redundant. My answer was an emphatic no, but it made me reflect on why others may hold this view and whether we are clear about what we want from our service professionals, society, and the role of work as we move forward. From AI…
Focus on service to stay on course in uncertain times
When asked what made the job of prime minister difficult, Harold Macmillan is reported to have once replied, âEvents, dear…
Winning the productivity battle, one day at a time
Productivity has been a national question for a long time now as the country searches for meaningful economic growth. But…
Frontline workers deserve better protection from abuse, hostility and crime
Regular readers – many of whom are supporters of our Service with Respect campaign – will know that we have…
Our Members
We have around 350 organisational members – big and small â spanning all sectors. We have many individual members, from experienced business leaders, to those starting their careers.
