The Institute of Customer Service reviews provide an overview of the latest knowledge and methodology in customer service. Each review is focused on a specific subject area, with details of wider reading material.Institute members receive free copies of our literature reviews. Login before purchasing.
What drives customers to buy from particular providers? And how does this affect the choice of purchasing channel?
Literature reviews covering all areas of the customer experience from first engagement, to after sales and complaints
Learn more about the use of new and existing technologies in customer service environments
Explore the recruitment, training and management of all levels of customer service staff
Examine all areas of customer service strategy, including the newest ideas to ensure you provide excellent service
Discover how an organisation's culture and affect its customers as much as its staff
Consumers are increasingly ethically minded when making purchases. How does this affect your organisation?
Learn the best methods of collecting customer service data, and how best to use it
Globalisation is changing customer service standards. How can your business meet global expectations?
Focus on outsourcing and how it affects the customer experience