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
If people really are your most important asset, keeping them engaged is essential
Employee engagement is as critical as it has ever been for organisational success, and although the key ingredients that drive engagement havenât changed in the last 20 years, the environment we are all working in certainly has. Employees today increasingly value opportunities to develop their skills and careers; they want to be heard and have roles that make a significant…
Unlocking potential to futureproof our workforce
This week, the Chancellorâs announcement of the Autumn Budget on 26 November has reignited conversations about the UKâs ability…
Beyond the chatbot: The hidden potential of AI
The use of AI has featured heavily in the news again this week. In fact, you would have had…
Service with Respect: making abuse a standalone offence against all public-facing staff
At The Institute, we launched our Service with Respect campaign back in 2020 to shine a light on the issue…
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.
