UKCSI January 2021 Webinar Launch
Watch the webinar launch of the UKCSI January 2021 below. The Institute's Head of Research and Insight Brian Weston and CEO Jo Causon take us through why customer satisfaction is…
UKCSI Utilities Sector – Jan 2021
The Utilities sector has a UKCSI score of 72.7 (out of 100), 0.4 points higher than in January 2020 but 4.1 points below the UK all-sector average This is the sector’s highest score since the January 2019 UKCSI (73.8) although it is 2.4 points below the sector’s July 2017 highpoint. Utilities is the 12th highest rated of the 13 UKCSI sectors, ahead of Transport (69.9). ? Download the full report
We need our frontline workers now more than ever – let’s treat them with respect
By Jo Causon, CEO, The Institute of Customer Service As we navigate yet another national lockdown, the vital role of our essential workers has once again been thrust into the…
As the Green Agenda becomes mainstream, organisations must take notice
By Jo Causon, CEO, The Institute of Customer Service As we enter the new year, environmental and sustainability concerns have arguably never been higher on the agenda. The incoming Biden…
Green Goes Mainstream? Customer service and the green agenda – Research Launch
Watch below the Breakthrough Research Launch on Green Goes Mainstream? Customer service and the green agenda. The Institute's CEO, Jo Causon and Head of Research & Insight, Brian Weston, talked…
Let’s now focus on building our service nation
By Jo Causon, CEO, The Institute of Customer Service To begin my first column of 2021, I’d like to wish you all a very happy New Year. I hope you…
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…