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…
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…
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…
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…
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…
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…
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…
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…
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,…
We launched our latest Breakthrough Research Launch on 29 September 2021 on Work with a Purpose – Building a shared vision of the future. The Institute's CEO, Jo Causon and…