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…
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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.
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…
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 Grim headlines earlier this week, reporting that Britain’s economy experienced the worst dip in 300 years last year as the impact…
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 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…
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…
By Jo Causon, CEO, The Institute of Customer Service As the Covid-19 pandemic rages on, the focus for many businesses and their leaders has – quite rightly – remained on…
Extract from Customer Focus Magazine: Issue 31 (Jan 2021) Twenty-five thousand agents; multiple sites; every industry covered, dealing with every customer interaction imaginable. This is Capita – the UK’s largest…