Membership for Organisations
Becoming a member of The Institute demonstrates your commitment to customer service improvement and excellence. Established nearly 30 years ago, we are the UK's independent professional body for customer experience…
What businesses learn from the COVID-19 crisis will shape their future
To adapt successfully to the next Covid-19 phase, businesses need to take stock of what they have learnt over the past weeks - and provide a clear framework for what should be taken forward, and what should be discarded.
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The independent professional membership body for customer service, driving business performance through service excellence
Now is the time for leaders to take stock of learnings from the COVID-19 crisis
As the lockdown continues, tensions will inevitably rise - and a shift in the public mood does seem likely. Businesses should be prepared to navigate the challenges of the next few months in the face of increasing pressure from both customers and employees – and effective service will be vital to ensure they remain committed and loyal when we move past the pandemic.
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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.