Introduction to Customer Journey Mapping (10 Mar)
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…
Remote, face-to-face or hybrid service teams – managing your team for success through change (9 Feb)
Many of us have faced up to reshaping into different team setups over the last year and the need for evolution and change is expected to continue in the future…
Effective complaints handling – turning complaints into customer insight (3 Feb)
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 challenging interactions with confidence (5 Feb)
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…
What have we learned? Ten tips for 2021
By Jo Causon, CEO, The Institute of Customer Service It has been an extraordinary and challenging year for everyone, and I do not imagine that 2021 is going to get…
How NatWest uses Management Qualifications to enhance their service model
Watch Simon Wilkes MMICS, Business Enablement Manager at NatWest discuss his experience of The Institute's Management Qualification programme.
As we embark on the road to recovery, we must make service a boardroom priority
By Jo Causon, CEO, The Institute of Customer Service A worrying report published last week by the Competition and Markets Authority suggests Britons receive some of the worst customer service…
UK Customer Satisfaction Awards 2021
There has never been a more important time to recognise successful outcomes from customer service strategies. The past year has been extraordinarily difficult for many organisations, but it has also…
Annual Conference 2021: Redefining the Service Nation – Building a better future
The Institute of Customer Service Annual Conference is the biggest forum for customer service thought leadership and best practice in the UK. The event draws hundreds of service professionals and…
Will technology be at the heart of service in a post-Covid world?
By Jo Causon, CEO, The Institute of Customer Service As we swiftly approach the end of a year that many will be keen to forget, Iāve been giving pause to…