By Jo Causon, CEO, The Institute of Customer Service As our road out of lockdown continues, it’s been heartening to see streets and premises across the country once again bustling…
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…
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 As people across the world gathered last week for events and activities to mark Earth Day, it is easy to see…
We're delighted that you have decided to take the next step in applying to become approved to deliver our training courses in your organisation, through your own trainers. As the…
Watch below the Breakthrough Research Launch on Who Do You Trust? Improving trust through customer service. The Institute's CEO, Jo Causon and Head of Research & Insight, Brian Weston, talked…
By Jo Causon, CEO, The Institute of Customer Service This week marks an important milestone in our roadmap out of lockdown - as thousands of businesses across the country prepare…
By Jo Causon, CEO, The Institute of Customer Service As the nation enjoyed this week’s warm weather, it feels that spring is finally here. And with many organisations also approaching…
The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians, and establishes a dialogue with UK organisations across all sectors. At our last…