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,…
Work with a Purpose – Building a shared vision of the future – Research Launch
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…
Managing the customer experience is a key element of risk management
By Jo Causon, CEO, The Institute of Customer Service The turbulence of the past 18 months has placed us all on high-alert, and organisation's risk management strategies have truly been…
We must accelerate our response to the Green Agenda
By Jo Causon, CEO, The Institute of Customer Service Last week’s United Nations report on the effects of climate change painted a grim picture of the future of our planet…
The end of the ‘pingdemic’ underlines our collective responsibility for effective service
By Jo Causon, CEO, The Institute of Customer Service If only it were so easy to draw the pandemic to a close. Moves couple of weeks ago by Nicola Sturgeon…
Introduction to Vulnerable Customers for Non-Managers (14 Oct)
Introduction to Vulnerable Customers for non-managers is a 2.5 hr, online webinar to provide a sound introduction to, and understanding of, vulnerability and how to provide service to those who…
Assessor Forum | 16 March 2022
The Assessor forum is a half-day virtual forum. It provides an opportunity for Assessors to refresh their knowledge of key aspects of assessing, share best practice and network with other…
Qualifications Programme Manager (QPM) Forum | 16 March 2022
The Qualifications Programme Manager half day virtual forum provides opportunities for networking and sharing best practice, with a focus on the quality of professional qualifications programmes and planning. Agenda …
Qualifications Programme Manager (QPM) Forum | 10 February 2022
The Qualifications Programme Manager half day virtual forum provides opportunities for networking and sharing best practice, with a focus on the quality of professional qualifications programmes and planning. Agenda …