The Coaching for Service Performance certificate is a transformative learning experience designed to empower participants with effective coaching techniques tailored specifically for enhancing customer service environments. This program combines theoretical…
For our July 2024 UKCSI, we will be hosting a special version of our launch webinar, open to members and non-members alike. The webinar will cover the same elements as…
Join our CEO, Jo Causon, as she discusses all things customer service, with frank and open conversations on how we centre the customer to benefit consumers, business, society, and the…
Many of the current economic issues facing the UK stem from short-term decision-making at the expense of a more considered and strategic focus on the future. This is also a…
Join us for the Member-only launch webinar of the latest UK Customer Satisfaction Index (UKCSI), where we will share the highlights and analysis of the current state of customer satisfaction…
The Institute's UK Customer Service Index (UKCSI) was featured in an article in The Sunday Times where a journalist spent a day with first direct, one of the UKCSI's…
With the Easter Weekend now behind us and the new fiscal year underway, I trust you all enjoyed a restful and refreshing break. With the bank holiday falling so close to…
Our Annual General Meeting and Members' Meeting is an exclusive, member-only event offering you an excellent forum to network with the UK's leading organisations and learn from best practice. Our…
Undergoing ServiceMark accreditation is an opportunity for organisations – of all sizes and sectors – to demonstrate the high quality of their customer service both internally and externally. Terri Wollard,…
It is always a great pleasure to hold our Annual Conference, when we bring together Institute members, business partners and colleagues to take a deep dive into what’s really driving…