Introduction to Customer Journey Mapping (16 Jun 2022)
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…
Introduction to Vulnerable Customers – Workshop for Managers (24 Jun 2022)
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…
Customer Experience – Measuring What Matters (8 Jul 2022)
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…
Handling Challenging Interactions With Confidence (8 Jun 2022)
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…
Winning the fight for new legislation to protect customer service staff
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…
Breakthrough Research Launch – How Customer Behaviours are Evolving and the Implications for Organisations
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…
A robust ESG approach can strengthen customer satisfaction
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…
Introduction to Effective Complaints Handling (22 April 2022)
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…
APPG on Customer Service: Worker Abuse
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…
Back to the 70s? We need to help people build resilience in uncertain times
Do you remember ‘normal’? It certainly feels like long a time ago… We’ve had a pandemic that tested families, communities and businesses to the limit, stretched on for two years…