The Assessor Forum is a members-only event providing you with networking opportunities, knowledge sharing and guidance of our experienced tutors. The forum is complimentary to the members of The Institute…
In the current environment, many organisations are reviewing the journeys they take their customers on, seeing what works and what to change in order to service customers in the future…
The current economic environment is presenting different challenges to customers and employees alike. Equipping leaders and managers with the skills and knowledge to support their teams assist customers in vulnerable…
We can measure customer metrics that are transactional and tangible. But how do we measure those metrics that are essential to building trust, loyalty, and sustainable relationships: the non-tangible, the…
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions…
Following many months of campaigning, MP meetings Customer Service APPG sessions, in November 2021, Baroness Williams of Trafford tabled an amendment to the Sentencing Bill, which will make assaults on…
Join us at the online, member-only launch of The Institute’s latest Breakthrough Research: How Customer Behaviours are Evolving and the Implications for Organisations…
Our research shows customer purchasing decisions are increasingly influenced by an organisation’s Environmental, Social and Governance (ESG) agenda, despite some of the more recent challenging headlines. The results of our…
None of us wants 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…
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…