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…
UKCSI Open Webinar (18 July 2024)
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…
Podcast: Causonomics
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…
Our Manifesto: Building a Service Nation
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…
UKCSI July 2024 Launch: Member-exclusive webinar
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 Sunday Times: First Direct: inside the firm that gets customer service right
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…
New beginnings: embracing the promise of Spring
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…
Annual General Meeting and Members’ Meeting 2024 (10 Jul 2024)
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…
Unpacking Cosmos & Avalon Waterways ServiceMark Journey – Webinar Recording
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,…