Connecting Customers with Digital (24 Nov 2025)
Our Connecting Customers with Digital workshop, facilitated by The Institute’s Academy experts, builds skills and capability to support customers with digital engagement, through using a coaching approach. Building customer confidence with…
Trusted Advisory Network Meeting (Physical) – 2 October 2025
This meeting is exclusive to Trusted Advisory Network members of The Institute. Jo Causon, The Institute’s CEO, will be hosting this 2 hour session with a guest speaker from our…
APPG on Customer Service: Protecting public facing workers
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. At our APPG…
How infrastructure upgrades can drive better customer satisfaction
The Heathrow debate has reared its head once again, owing to the Government’s backing for a third runway and this week’s calls for a review of the way it is regulated,…
Trust & Customer Experience
Discover how trust is a cornerstone of exceptional customer service. This workshop will delve into the essential components of trust and explore its pivotal role in shaping your organisation's culture…
Managing Hybrid and Remote Teams
Fostering strong team connections is essential for driving customer satisfaction and loyalty in today's remote and hybrid work landscape. In this workshop, you’ll learn effective strategies for managing remote and…
Connecting Customers with Digital
This workshop will equip your team with the skills to guide customers through their digital journey effectively. Using a coaching approach, our experts will support you in building customer confidence,…
Supporting Vulnerable Customers
Our 'Understanding and Supporting Vulnerable Customers' workshop is designed to equip leaders, managers, and frontline staff with the knowledge and skills needed to provide exceptional service to customers who may…
Building High Performing Teams
Customer service is an increasingly challenging profession when it comes to recruiting and retaining the best people. This workshop tackles the key issues of effective recruitment, engagement, and retention of…