London South Bank University, like many in the higher education sector, faces challenges with students now being paying customers. So how do they live up to expectations and how do they deliver? How do they demonstrate a return on investment and how does membership of The Institute help?
SSP's global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models change daily
The latest UK Customer Satisfaction Index suggests that, in the retail sector, growth and market share continue to be linked to customer satisfaction. Here are five ways to impress consumers
In the fiercely competitive banking industry, great customer service can be a key differentiator. And when you're one of the giants of the industry, it's quite simply expected. 15,000 Barclays colleagues have thousands of customer interactions every day. That's why it's so important that service standards are second to none.
Openreach has longstanding membership of the Institute through BT Group. Having entered “ and won “ an award in the National Customer Service Awards for ˜best application of technology' earlier in 2015, the company had begun to get more involved with Institute activities. And National Customer Service Week (NCSW) seemed like another great initiative to get behind.
Institute of Customer Service response to Financial Conduct Authority consultation CP15/41: Increasing transparency and engagement at renewal in general insurance markets
Marks & Spencer aims to be synonymous with the highest standards of customer service, 365 days a year. National Customer Service Week provides an opportunity to focus on what it takes to achieve that aim, and to recognise and reward those values in a way that shows a year-round return.
If we agree that a key organisational driver is to deliver customer service in a way that satisfies our customers, so it's important to know how satisfied our customers are. What are the techniques involved?
A contact centre or call centre is a centralised office used for receiving and/or making customer contacts by telephone, email fax or webchat
Customer service standards (and performance against them) are a key component in the delivery of service that achieves customer satisfaction