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…
UKCSI Open Webinar January 2025
We recently hosted a special version of our January 2025 UKCSI launch webinar, accessible to both members and non-members. Our CEO, Jo Causon, and the Institute’s Head of Research and…
UKCSI Member Webinar January 2025
We recently hosted our January 2025 UKCSI member launch webinar. Our CEO, Jo Causon, and The Institute’s Head of Research and Insight, Brian Weston, delved into some of the key…
Customer Metrics
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…
Customer Journey Mapping
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…
Handling Challenging Customer Interactions
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…
Customer Service Root Cause Analysis
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…
Taking an integrated approach to technology in service
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…
APPG on Customer Service: Inaugural General Meeting
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…
Handling Complaints Effectively
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…