Effective complaints handling – turning complaints into customer insight (3 Feb)
None of us want to receive a complaint but when we do, how can we tackle it with the best mindset and use it as an opportunity to improve reputation…
None of us want to receive a complaint but when we do, how can we tackle it with the best mindset and use it as an opportunity to improve reputation…
Handling and diffusing a heated situation takes skill and high levels of emotional intelligence; due to the impact of the COVID-19 environment organisations have seen an increase in the number…
By Jo Causon, CEO, The Institute of Customer Service It has been an extraordinary and challenging year for everyone, and I do not imagine that 2021 is going to get…
By Jo Causon, CEO, The Institute of Customer Service A worrying report published last week by the Competition and Markets Authority suggests Britons receive some of the worst customer service…
There has never been a more important time to recognise successful outcomes from customer service strategies. The past year has been extraordinarily difficult for many organisations, but it has also…
The Institute of Customer Service Annual Conference is the biggest forum for customer service thought leadership and best practice in the UK. The event draws hundreds of service professionals and…
By Jo Causon, CEO, The Institute of Customer Service As we swiftly approach the end of a year that many will be keen to forget, Iāve been giving pause to…
It has now been four months since we launched our Service with Respect campaign in response to the worrying increase of hostility being faced by customer-facing staff throughout the Covid-19…
By Jo Causon, CEO, The Institute of Customer Service In a move that felt almost inevitable, we now find ourselves back in a series of lockdown measures across the UK.…