UKCSI January 2022 Launch: member-exclusive webinar
Join us for the member-only launch webinar of the latest UK Customer Satisfaction Index (UKCSI), where we share the highlights and analysis of the current state of customer satisfaction. Our…
Open letter calling for action to end abuse of public-facing workers
Since July 2020, we have been campaigning to stop the abuse of frontline workers. Our Service with Respect campaign has gained over 200 organisational and parliamentary supporters in that time…
Developing and investing in people is key to retaining them
The end of the year is approaching, and what a rollercoaster it’s been. For customer service leaders and teams, it’s probably been as tough a year as any – and…
Customer Experience – Measuring What Matters (14 Jan 22)
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…
Customer Experience – Measuring What Matters (26 Jan 22)
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…
Introduction to Customer Journey Mapping (9 Dec 21)
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…
Protecting the mental wellbeing of our service professionals is key to business success
By Jo Causon, CEO, The Institute of Customer Service The start of last week marked World Mental Health Day - and it's great to see so many organisations across the…
Handling challenging interactions with confidence (15 Oct – 2)
Due to high demand, we have added an additional session for Friday 15 October on Handling Challenging Interactions with Confidence. Handling and diffusing a heated situation takes skill and high…
As National Customer Service Week closes, reflect and celebrate our achievements
By Jo Causon, CEO, The Institute of Customer Service Given the external agenda of the past week, from fuel and skills shortages to rising energy prices, it is all too…
National Customer Service Week 2021 Round-up
A big THANK YOU to everyone who shared their NCSW activities and interactions with us across the week. We thoroughly enjoyed seeing your efforts shared on social media and emails,…