A focus on service will be crucial as we rebuild our economy
By Jo Causon, CEO, The Institute of Customer Service As we enter the first stages of Spring, and organisations across the country busily prepare for an initial easing of lockdown…
Remote, face-to-face or hybrid service teams – managing your team for success through change (9 July)
Many of us have faced up to reshaping into different team setups over the last year and the need for evolution and change is expected to continue in the future.…
Handling challenging interactions with confidence (22 June)
Handling and diffusing a heated situation takes skill and high levels of emotional intelligence; due to the impact of the COVID-19 environment organisations have seen an increase in the number…
![Customer Experience driving Business Performance [Podcast]](https://www.instituteofcustomerservice.com/wp-content/uploads/2022/02/Jo-Ipsos_cover-for-web_480x320px.png)
Customer Experience driving Business Performance [Podcast]
Listen to Jo Causon, Institute's CEO, in conversation with Jamie Thorpe, Head of Experience Management at Ipsos, discussing the relationship between Customer Experience (CX) and employee engagement and financial return.
The Institute’s member logo and brand guidelines
Our Member Logo lets your customer, suppliers, employees and other key stakeholders know that you are committed to providing an excellent customer experience. The Institute’s brand is more than just…
Introduction to Customer Journey Mapping (29 Apr)
In the current environment, many organisations are reviewing the journeys they take their customers on, with the view of seeing what works and what they might want to change in…
As the crisis rages on; we must live for today – but plan for tomorrow
By Jo Causon, CEO, The Institute of Customer Service Grim headlines earlier this week, reporting that Britain’s economy experienced the worst dip in 300 years last year as the impact…
Introduction to Effective Complaints Handling (16 Mar)
None of us want to receive a complaint but when we do, how can we tackle it with the best mindset and use it as an opportunity to improve reputation…
Handling challenging interactions with confidence (18 Mar)
Handling and diffusing a heated situation takes skill and high levels of emotional intelligence; due to the impact of the COVID-19 environment organisations have seen an increase in the number…
Introduction to Vulnerable Customers for Managers (18 Mar)
This is an online training session to give team leaders and managers a sound introduction to, and understanding of, vulnerability and how to support vulnerable customers through your team’s service…