Extract from Customer Focus Magazine: Issue 29 (May/June 2020) It’s the fourth week of lockdown, and the economic impact of the coronavirus is starting to be calculated. The Office For…
National Customer Service Week (NCSW) is a great opportunity to celebrate the vital role customer service plays in our businesses and communities. Taking place annually in the first week of…
Our Research shows that a sustained improvement in customer satisfaction will provide a £33bn per year productivity boost to the UK economy. To achieve this and make the UK a…
Debt management is stressful: we have set out some essential practical points to consider to help you and your customers navigate the current crisis.
We're already nearly a month into 2019, but it feels like a New Year has not brought much that's new -only an intensification of a number of challenges!
Institute of Customer Service response to the Cabinet Office Consultation 'A Public Service Ombudsman'
With UK Customer Satisfaction at it's lowest point since 2011 what can you do to make sure customer service helps your business to succeed?
Simply put, customer service is the sum total of what an organisation does to meet customer expectations and achieve customer satisfaction.
Explores the meaning of the term 'world-class service' (WCS), models to promote WCS within organisations and how to measure and maintain a WCS.
The reports of widespread violence against NHS staff released over the weekend, which many of you will have seen, were abhorrent. These are the individuals who care for us when…