Introduction to Customer Journey Mapping (29 Apr)
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…
As the crisis rages on; we must live for today – but plan for tomorrow
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…
Introduction to Effective Complaints Handling (16 Mar)
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 (18 Mar)
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…
Introduction to Vulnerable Customers for Managers (18 Mar)
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…
As we navigate the fallout from Brexit; excellent service has never been more crucial
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…
Taking the robot out of the human – Interview with Capita
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…
As customer satisfaction continues to decline, we must make service a boardroom priority
There is no doubt we are navigating one of the most challenging periods in our living history. The events of the past year have shaken and changed the customer experience…
Handling challenging interactions with confidence (12 Feb) – Inhouse
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…
Effective complaints handling – turning complaints into customer insight (17 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…