Member Dashboard
We exist to improve your business performance by improving your customer experience. By working with business, the public sector and the Government, we are positioning the UK as world leaders…
The role of The Institute in the transformation journey of Hampshire County Council
Watch the inspiring story of Hampshire County Council’s transformation journey and how the improvement in service performance brought positive impact on employee engagement and business performance.
How Qualifications Programme Management Service increased employee engagement at Hampshire County Council
“We’re at the highest customer satisfaction at 88% - and that’s above the aspiration that we set ourselves, which was at 80%” – Carolyn Williamson, Deputy Chief Executive, Hampshire County Council
Video: CEO Interview on deliver excellent customer service during these challenging times
Head 2 Head: Jo Causon explains to Craig Elvin at Executive Heads why Customer Service is at the beating heart of the UK economy, why Customer Service employees should receive greater recognition and how businesses can deliver excellent customer service during these challenging times.
Top tips for maintaining great service in challenging times
Due to the COVID-19 crisis, many traditional ways of working are no longer viable. A new normal is being established - and we are all grappling with the challenges and opportunities it presents. We reached out to our network of Vice Presidents - business leaders from across the UK in a range of sectors for their top tips on maintaining great service through these challenging times.
Calm leadership and focus needed in unprecedented coronavirus times
The job of leaders is to keep a level head, stay focused, and navigate the best way forward with the facts that they have at the time. Difficult times call for better leadership.
A time to stand back and reflect at a critical juncture for customer service
Take a moment and reflect on where you really are in your customer service journey. Does it reflect your purpose and values as an organisation? Are you clear about who you are serving and why? If not, what do you need to do to adjust your trajectory?
Why future service winners have to be innovators – Interview with Mark Gait, O2
Extract from Customer Focus Magazine: Issue 28 (Jan 2020) The higher you climb, the further you have to fall. Mark Gait talks to Customer Focus about how the best way to fight…
Lloyds introduces highest overdraft rate to date
The new overdraft rate of up to 49.9% will affect customers with poor credit scores
How TrainingMark helped improve Pension Protection Fund’s customer experience and business performance
Watch Trevor Davis, Deputy Head of Operations, describe how Pension Protection Fund’s training programme, accredited by The Institute, has equipped their employees with the right knowledge and skills to encourage customer service excellence.