A sticking plaster doesn’t fix a broken leg
Organisations may be better dealing with issues & complaints, but they are not dealing with systemic problems. It's a little bit like trying to use a sticking plaster to fix a broken leg.
Motability Operations: moving to a digital platform
The Motability scheme is a vital service for people with severe disabilities through which individuals can use their government mobility allowance to lease a car, scooter or power chair. Service is central to their offer, but they needed inspiration, help and advice, so turned to The Institute for support. Read on to find out why.
The four golden returns of better customer satisfaction
The Institute of Customer Service has long believed that organisations who deliver excellent service to customers experience better financial performance as a result. Now, in a seminal report, we have the hard evidence that shows it.
A customer service policy
Claims Consortium specialise in claims for property damage from perils such as storm, flooding or fire. Integral to the group's success has been a focus on customer service. You only have to read a short way down the homepage on their website before you come to the statement: 'Customer service is the foundation of everything we do.'
Energising engagement and customer service
As 'the power behind energy efficiency, IMServ provides energy data and metering services to a range of customers. It was about five years ago that senior management at IMServ realised they needed to do more around the service agenda and they argue that The Institute provided that framework.
More to do for technology to truly enhance customer service
Ahead of World Digital Week, the CEO of The Institute of Customer Service, Jo Causon, explores how technology must blend with the human touch to drive great customer service.
Institute of Customer Service evidence for the Independent Review of Employment Practices in the Modern Economy
Institute of Customer Service evidence for the Independent Review of Employment Practices in the Modern Economy
CMA consultation on The Retail Banking Market Investigation Order 2017
Institute of Customer Service response to Competition and Markets Authority consultation on The Retail Banking Market Investigation Order 2017
Customer service at the heart of learning
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?
Adapting to changing customer needs
SSP's global head of customer service, Tracie Ward, discusses the ongoing transformation it takes to serve customers whose business models change daily