While transactional metrics are easily measured, quantifying the intangible aspects of customer relationships—such as trust and loyalty—is more challenging. To encourage critical thinking and address this gap, this workshop examines…
In today's evolving landscape, organisations are re-evaluating their customer journeys to meet changing expectations and address cost pressures. Our exclusive workshop offers a unique opportunity to learn, network, and discuss…
In today’s complex economic climate, customer interactions can often be challenging. Our Handling Challenging Customer Interactions workshop, led by experts from The Institute’s Academy, equips your service team with the…
Organisations often struggle to effectively address customer issues, resulting in increased frustration and dissatisfaction. To improve customer experience, organisations must delve deeper into the root causes of complaints. Our Customer…
From Washington to Davos, many of the world’s most influential leaders – in both business and politics – face an increasingly uncertain year ahead. Cutting through the noise on both…
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors. Following the change…
This course is designed to equip participants with the essential skills and knowledge for managing customer complaints proficiently and empathetically. Facilitated by our Academy experts, this interactive session targets individuals…
It was a pleasure to welcome many of you to the in-person launch of our latest UK Customer Satisfaction Index (UKCSI) this week. Hearing about the work that goes on…
Happy New Year to you all. I hope the past few weeks have given you a chance to relax and recharge, and that you return ready to make 2025 a…
As Commercial Director, Monica is passionate about shaping strategies that help organisations excel in customer service, ensuring they stay ahead in a rapidly evolving marketplace.