Alistair Lockhart-Smith
Alistair is an experienced Learning and Development expert with over 15 years’ experience in the design and delivery of bespoke training, projects, and programmes. He has a strong background in…
Service in regulated sectors: driving an enhanced customer experience through collaboration
With the first of many General Election leadership election debates airing on Tuesday, I’m sure there will be a great deal to think about ahead of ballot day, when we exercise our…
Breakthrough Research Launch: Leading the Service Nation?
Today we launched our Breakthrough Research Launch: Leading the Service Nation? Enabling business performance through customer service. Our CEO, Jo Causon, and Brian Weston, The Institute's Head of Research &…
APPG on Customer Service: ‘Building a Service Nation’ roundtable 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. At our APPG…
APPG on Customer Service: Regulated sectors, the need for minimum service standards and a focus on driving down exclusion: The role of customer service.
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…
Leading by example: the public sector’s role in elevating customer service
Our membership comprises a good mix of private and public sector organisations, with about a 75%/25% split. This is important because of the opportunity to apply learning across sectors, which…
Foundations in Customer Service Management
Foundations in Customer Service Management is an activity-based improvement course, ideal for team leaders and managers seeking to build a practical understanding of the knowledge, skills, and expertise required to…
Customer Service Impact
Customer Service Impact is an activity-based improvement course, ideal for individuals seeking to build a deeper understanding of the knowledge, skills and expertise required to develop trusted, long-lasting customer relationships…
Customer Service Essentials
Customer Service Essentials is an activity-based improvement course, ideal for individuals seeking to build a solid grounding in the knowledge, skills and expertise required to deliver excellent customer service. This…
Coaching for Service Performance
Coaching for Service Performance is an activity-based improvement course, ideal for individuals seeking to build a practical understanding of the knowledge, skills, and expertise required to apply coaching effectively within…