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A customer service policy

A customer service policy

Claims Consortium specialise in claims for property damage from perils such as storm, flooding or fire. Integral to the group's success has been a focus on customer service. You only have to read a short way down the homepage on their website before you come to the statement: 'Customer service is the foundation of everything we do.'
Energising engagement and customer service

Energising engagement and customer service

As 'the power behind energy efficiency, IMServ provides energy data and metering services to a range of customers. It was about five years ago that senior management at IMServ realised they needed to do more around the service agenda and they argue that The Institute provided that framework.
Customer service at the heart of learning

Customer service at the heart of learning

London South Bank University, like many in the higher education sector, faces challenges with students now being paying customers. So how do they live up to expectations and how do they deliver? How do they demonstrate a return on investment and how does membership of The Institute help?
Adapting to changing customer needs

Adapting to changing customer needs

SSP's global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models change daily
Leaving a mark you can bank on

Leaving a mark you can bank on

In the fiercely competitive banking industry, great customer service can be a key differentiator. And when you're one of the giants of the industry, it's quite simply expected. 15,000 Barclays colleagues have thousands of customer interactions every day. That's why it's so important that service standards are second to none.
Reaching for better customer service

Reaching for better customer service

Openreach has longstanding membership of the Institute through BT Group. Having entered “ and won “ an award in the National Customer Service Awards for ˜best application of technology' earlier in 2015, the company had begun to get more involved with Institute activities. And National Customer Service Week (NCSW) seemed like another great initiative to get behind.
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