Introduction to effective complaints handling (1 Dec)
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…
APPG on Service with Respect campaign (27 May 2021)
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…
As we continue our road out of lockdown, we must maintain our focus on service
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 challenging interactions with confidence (4 Aug)
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 Customer Journey Mapping (23 July)
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…
True commitment to the green agenda cannot be faked
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…
In-house trainer approval
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…
Who Do You Trust? Improving trust through customer service – Research Launch
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…
As lockdown eases, organisations should remain focused on their purpose
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…